Job Title: Experienced Customer Service Manager – Insurance Industry – Remote Opportunity at arenaflex
Job Description:
About arenaflex
At arenaflex, we're dedicated to being a force for good in the lives of our customers and the communities we serve. As a leading provider of substance use safety, detection, and monitoring products and services, we're committed to helping people live responsibly and keep communities safe. Our mission is guided by three core values: Always aware, Always guiding, and Never restricting or judging.Job Summary
We're seeking an experienced Customer Service Manager to join our team at arenaflex. As a key member of our leadership team, you'll be responsible for motivating and developing our Customer Service Agents to deliver exceptional customer experiences, drive retention, and build strong relationships with our carrier partners. If you're a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity.Key Responsibilities
As a Customer Service Manager at arenaflex, you'll have the following key responsibilities:- Select, manage, coach, and develop a high-performing team of Licensed Customer Service Agents.
- Create and maintain a winning culture among team members, motivating associates, recognizing successes, and resolving 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
To be successful in this role, you'll need to possess the following qualifications and skills:- 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?
At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and rewarding. Here are just a few reasons why we're a Top Workplace:- Starting base salary $51,150.00 - $66,000.00 with bonus potential, monthly commission, and 401(k) benefits.
- We're the nation's largest interlock provider, and our mission is to help people live and drive responsibly.
- Mindr won the 2023 Top Workplace Award locally and nationally, and the 2024 Best Place for Working Parents Award.
- Growth-oriented with 7 years of over 10% growth annually and doubling in employee size over the past 2-3 years.
- 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