Experienced Medicare Customer Service Senior Supervisor – Hybrid Work Environment

At arenaflex, we're dedicated to delivering exceptional customer experiences and fostering a culture of innovation and growth. As a key member of our team, the Experienced Medicare Customer Service Senior Supervisor will play a pivotal role in leading our Direct To Consumer (DTC) Conservation team, driving customer retention results, and implementing effective growth strategies.

About arenaflex

arenaflex is a leading healthcare organization committed to providing comprehensive and innovative solutions to our customers. With a strong focus on customer-centricity, we strive to deliver exceptional experiences that exceed our customers' expectations. Our team is passionate about making a difference in the lives of our customers, and we're seeking like-minded individuals to join our mission.

Job Summary

The Experienced Medicare Customer Service Senior Supervisor will be responsible for leading a team of licensed insurance agents who service both existing and new customers. This role requires a strong focus on customer retention results, quality customer service, and fostering customer loyalty. The supervisor will work closely with various matrix partners to achieve business goals and implement effective growth strategies. The position involves leading, coaching, and developing the Conservation team, concentrating on individual retention productivity while ensuring that activity standards are met.

Key Responsibilities

* Drive Customer Retention Results: Develop and implement strategies to drive customer retention, ensuring that our customers receive exceptional service and support.

• Lead, Coach, and Develop the Conservation Team: Concentrate on individual retention productivity while ensuring that activity standards are met. Foster a positive team culture and provide coaching and development opportunities to team members.
• Focus on Quality Customer Service, Retention, and Customer Loyalty: Ensure that our customers receive exceptional service and support, and that our team is equipped to handle customer inquiries and concerns.
• 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.
• Work to Remove Barriers for Front-Line Staff: Identify and remove barriers that prevent front-line staff from exceeding customer expectations.
• Hire, Onboard, and Train New Agents: Recruit, onboard, and train new agents to ensure that they have the skills and knowledge necessary to provide exceptional customer service.
• Manage Performance through Effective Coaching and Counseling: Conduct daily call monitoring to identify coaching opportunities and reinforce learning through individual agent coaching and assessment of agent analytics.
• Manage the Team to Ensure Persistency Targets are Achieved: Develop and implement strategies to ensure that persistency targets are achieved.
• Conduct Daily Call Monitoring to Identify Coaching Opportunities: Monitor calls to identify coaching opportunities and provide feedback to team members.
• Reinforce Learning on a Daily Basis: Provide coaching and development opportunities to team members to enhance their skills and knowledge.
• Resolve Escalated Customer Issues: Provide exceptional service and support to customers who have escalated their issues.
• Lead the Team through Change: Develop a positive team culture and lead the team through change by providing coaching and development opportunities.
• Ability to Motivate Employees and Create a Culture that Supports High Employee Morale and Career Development: Foster a positive team culture and provide opportunities for career development and growth.

Requirements

* High School Degree Required: A high school degree is required for this role.

• Bachelor's Degree or Equivalent Work Experience Highly Preferred: A bachelor's degree or equivalent work experience is highly preferred for this role.
• Excellent Interpersonal and Relationship Management Skills: Excellent interpersonal and relationship management skills are essential for this role.
• Excellent Oral, Written, and Presentation Skills: Excellent oral, written, and presentation skills are required for this role.
• 3 or More Years of Successful Call Center Experience: 3 or more years of successful call center experience is required for this role.
• Understanding of Call Center Technology, Terminology, and Operating Environment: A strong understanding of call center technology, terminology, and operating environment is required for this role.
• Proven Track Record of Decreasing Operating Costs in a Phone-Based Environment: A proven track record of decreasing operating costs in a phone-based environment is highly preferred for this role.
• Health Insurance License Required: A health insurance license is required for this role.
• Ability to Multi-Task, Drive Results, Think Strategically, and Implement a New Business Growth Strategy: The ability to multi-task, drive results, think strategically, and implement a new business growth strategy is essential for this role.
• 2 or More Years People Management Experience: 2 or more years of people management experience is highly preferred for this role.
• Extensive Background in Medicare and Other Supplemental Health Products: An extensive background in Medicare and other supplemental health products is highly preferred for this role.
• Experience with Upselling Customers to Another Product: Experience with upselling customers to another product is highly preferred for this role.
• Working Proficiency with Metrics, Measurements, Reports, and Operations: Working proficiency with metrics, measurements, reports, and operations is required for this role.
• Strong Organizational and Analytical Skills that Result in Conclusive Recommendations: Strong organizational and analytical skills that result in conclusive recommendations are essential for this role.
• Expert Knowledge of Salesforce, Excel, PowerPoint, and Office Products: Expert knowledge of Salesforce, Excel, PowerPoint, and Office products is highly preferred for this role.

Nice-to-Haves

* Experience with CRM Systems: Experience with CRM systems is highly preferred for this role.

• Experience with Data Analysis and Reporting: Experience with data analysis and reporting is highly preferred for this role.
• Experience with Coaching and Development: Experience with coaching and development is highly preferred for this role.

Benefits

* Competitive Salary: arenaflex offers a competitive salary to our employees.

• Comprehensive Benefits Package: arenaflex offers a comprehensive benefits package to our employees, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Opportunities for Career Growth and Development: arenaflex offers opportunities for career growth and development to our employees, including training and development programs, mentorship, and career advancement opportunities.
• Flexible Work Arrangements: arenaflex offers flexible work arrangements to our employees, including remote work options and flexible hours.
• Recognition and Rewards: arenaflex recognizes and rewards our employees for their hard work and contributions to the company.

How to Apply

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! Apply for this job