Join arenaflex, a leading healthcare company, as a Medicare Customer Service Senior Supervisor in our Hybrid, AZ, PA, TX locations. As a key member of our team, you will play a vital role in driving customer retention results, leading a team of Conservation specialists, and developing strategies to exceed customer expectations.
**About arenaflex**
arenaflex is a dynamic and innovative healthcare company that is committed to delivering exceptional customer experiences. With a strong focus on quality, retention, and customer loyalty, we strive to be the leader in the healthcare industry. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our mission.
**Responsibilities**
As a Medicare Customer Service Senior Supervisor, you will be responsible for:
* **Driving customer retention results**: Develop and implement strategies to retain customers, improve customer satisfaction, and increase loyalty.
* **Leading, coaching, and developing Conservation team**: Concentrate on individual retention productivity and meeting activity standards while ensuring that team members have the tools and resources needed to succeed.
* **Focus on quality customer service, retention, and customer loyalty**: Prioritize quality customer service, retention, and customer loyalty in all interactions with customers and team members.
* **Communicate goals and monitor individual, team, and call center results**: Identify and act on both positive and negative trends to ensure attainment of financial and performance targets.
* **Remove barriers for front line staff**: Work to eliminate obstacles that prevent front-line staff from exceeding customer expectations.
* **Hire, onboard, and train new Agents**: Recruit, train, and develop new team members to ensure they have the skills and knowledge needed to succeed.
* **Manage performance through effective coaching and counseling**: Develop and implement coaching and counseling strategies to improve team member performance and productivity.
* **Manage the team to ensure that persistency targets are achieved**: Develop and implement strategies to ensure that team members meet or exceed persistency targets.
* **Conduct daily call monitoring to identify coaching opportunities**: Monitor calls to identify areas for improvement and provide coaching and feedback to team members.
* **Reinforce learning on a daily basis**: Use call monitoring, individual agent coaching, and assessment of agent analytics to reinforce learning and improve performance.
* **Resolve escalated customer issues**: Provide timely and effective resolution to customer complaints and concerns.
* **Lead team through change**: Develop a positive team relationship and lead team members through change and transition.
* **Ability to motivate employees and create a culture that supports high employee morale and career development**: Foster a positive and supportive work environment that encourages employee growth and development.
* **Gather data, evaluate information, and present feedback to Agents**: Analyze data and present feedback to team members to increase performance, productivity, and skill sets.
* **Facilitate compliance with all corporate policies**: Ensure that team members understand and comply with all corporate policies and procedures.
* **Handle multiple assignments in a fast-paced atmosphere**: Prioritize tasks, manage multiple assignments, and work effectively in a fast-paced environment.
**Requirements**
To be successful in this role, you will need:
* **High School Degree required**: A high school degree is required, but a Bachelor's degree or equivalent work experience is highly preferred.
* **Excellent interpersonal and relationship management skills**: Develop and maintain strong relationships with team members, customers, and stakeholders.
* **Excellent oral, written, and presentation skills**: Communicate effectively with team members, customers, and stakeholders through various channels.
* **3 or more years of successful call center experience**: Proven experience in a call center environment, with a focus on customer service, retention, and loyalty.
* **Understanding of call center technology, terminology, and operating environment**: Familiarity with call center technology, terminology, and operating environment.
* **Proven track record of decreasing operating costs in a phone-based environment**: Develop and implement strategies to reduce operating costs while improving customer satisfaction.
* **Health Insurance License required**: Possess a valid Health Insurance License.
* **Ability to multi-task, drive results, think strategically, and implement a new business growth strategy**: Prioritize tasks, manage multiple assignments, and develop and implement strategies to drive business growth.
* **2 or more years people management experience**: Proven experience in managing teams, developing leaders, and improving performance.
* **Extensive background in Medicare and other supplemental health products**: In-depth knowledge of Medicare and other supplemental health products.
* **Experience with upselling customers to another product**: Develop and implement strategies to upsell customers to other products.
* **Working proficiency with metrics, measurements, reports, and operations**: Analyze data, develop reports, and implement strategies to improve performance and productivity.
* **Strong organizational and analytical skills that result in conclusive recommendations**: Develop and implement strategies to improve performance, productivity, and customer satisfaction.
* **Expert knowledge of Salesforce, Excel, PowerPoint, and Office products**: Proficient in using Salesforce, Excel, PowerPoint, and Office products to manage data, develop reports, and communicate with team members and stakeholders.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our team members. As a Medicare Customer Service Senior Supervisor, you will have opportunities to:
* **Develop leadership skills**: Lead a team of Conservation specialists and develop leadership skills through coaching, mentoring, and training.
* **Improve customer service skills**: Develop and implement strategies to improve customer service, retention, and loyalty.
* **Enhance analytical skills**: Analyze data, develop reports, and implement strategies to improve performance and productivity.
* **Increase knowledge of Medicare and other supplemental health products**: Develop in-depth knowledge of Medicare and other supplemental health products.
* **Participate in training and development programs**: Participate in training and development programs to improve skills and knowledge.
**Work Environment and Company Culture Highlights**
arenaflex is a dynamic and innovative company that is committed to delivering exceptional customer experiences. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our mission. As a Medicare Customer Service Senior Supervisor, you will be part of a team that is dedicated to:
* **Providing exceptional customer service**: Develop and implement strategies to improve customer service, retention, and loyalty.
* **Fostering a positive and supportive work environment**: Create a positive and supportive work environment that encourages employee growth and development.
* **Embracing innovation and change**: Develop and implement strategies to drive business growth and improve performance.
* **Valuing diversity and inclusion**: Foster a diverse and inclusive work environment that values and respects all team members.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* **Salary**: A competitive salary based on experience and qualifications.
* **Benefits**: A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off.
* **Perks**: A range of perks, including flexible work arrangements, professional development opportunities, and recognition and rewards programs.
**Conclusion**
Join arenaflex as a Medicare Customer Service Senior Supervisor and be part of a team that is dedicated to delivering exceptional customer experiences. With a focus on quality, retention, and customer loyalty, we are seeking like-minded individuals to join our mission. If you are passionate about making a difference in the lives of our customers and are committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity.