Experienced Customer Service Manager – Insurance Industry – Remote Work Opportunity

At arenaflex, we're dedicated to being a force for good by providing innovative solutions that help people live responsibly and keep communities safe. As a member of the arenaflex family of brands, we're committed to making a positive impact through our substance use safety, detection, and monitoring products and services.

About arenaflex

arenaflex is a leading provider of interlock devices, and our mission is to help people live and drive responsibly. We're proud to be the nation's largest interlock provider, and our commitment to excellence has earned us numerous awards, including the 2023 Top Workplace Award and the 2024 Best Place for Working Parents Award. Our growth-oriented culture has enabled us to achieve over 10% annual growth for the past 7 years, doubling our employee size in the last 2-3 years.

Job Summary

We're seeking an experienced Customer Service Manager to lead our Customer Service team in providing exceptional service to our customers. As a key member of our leadership team, you'll be responsible for motivating and developing our Customer Service Agents, evaluating and identifying key behaviors that drive quality service, and ensuring the attainment of revenue goals and performance targets.

Key Responsibilities

* Select, manage, coach (including targeted 1:1 sessions), and develop a high-performing team of Licensed Customer Service Agents.

• Create and maintain a winning culture among workers; motivate associates, recognize successes, and resolve grievances.
• Monitor individual and team results and productivity to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Meet and/or exceed appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
• Monitor calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
• Provide feedback to associates and deliver corrective action and termination of employees in accordance with company policy.
• Answer questions and recommend solutions to address customer complaints.
• Review carrier, customer, and agent feedback and take appropriate action.
• Develop, implement, and manage processes to ensure that policies meet required specifications for quality.
• Identify and analyze issues, defects, and other problems, recommend, and facilitate solutions to these issues.
• Provide communication and follow-up to ensure associates are fully informed of all current information related to products, procedures, customer needs, and company-related issues, changes, or actions.
• Meet regularly with arenaflex Leadership Team and provide detailed reporting on the overall performance of the team.
• Develop and maintain interdepartmental partnerships to resolve customer issues.
• All other duties as assigned.

What You'll Bring to the Table

* High School Diploma or GED; Bachelor's degree preferred. 1-2 years progressive leadership experience required, preferably in a call center environment.

• Currently possess an Unrestricted Resident Property/Casualty Producer's License
• Strong verbal and written communication skills, computer skills, including Microsoft Office programs and adaptability.
• Ability to think analytically to identify qualitative or quantitative trends and recommend appropriate actions.
• Effective problem-solving/process improvement skills used to identify and resolve operational, customer-facing, and/or employee relations problems.
• Three years of experience leading a quality assurance program in a fast-paced, high-volume contact center environment supporting the insurance industry.
• Five years of contact center leadership experience.

Why Work for arenaflex?

We're proud to offer a comprehensive and highly competitive benefits package, including:

• Starting base salary $51,150.00 -$66,000.00 +10% bonus potential+ monthly commission 401(k) + benefits.
• A comprehensive and highly competitive benefits package, including:

+ Dental Insurance + Health Insurance + Vision Insurance + 401(k) + Paid Holidays + Paid Time Off + Ongoing Professional Training online via Litmos + And more

Equal Opportunity Employer

It is and will continue to be the policy of arenaflex to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.

How to Apply

If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

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