Experienced Customer Service Supervisor – Remote Call Center Operations

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Supervisor in our Customer Service Fitness (CSF) department, you'll play a vital role in leading a team of customer service professionals to provide top-notch support to our clients and customers. If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals to take control of their health and wellness. Our team of experts is committed to delivering exceptional customer experiences that meet the unique needs of our clients and customers. With a strong focus on quality, innovation, and customer satisfaction, we're always looking for talented individuals to join our team.

Job Summary

As a Supervisor in our CSF department, you'll be responsible for leading a team of customer service professionals to provide exceptional support to our clients and customers. You'll supervise staff, monitor performance, and provide coaching, counseling, and training to ensure that our team members are equipped to meet the needs of our customers. You'll also be responsible for preparing annual performance evaluations, conducting quality reviews, and meeting with staff members on a monthly basis to review their performance.

Responsibilities

* Supervise staff and monitor performance to ensure that our team members are meeting the needs of our customers

• Provide coaching, counseling, and training to staff members to ensure that they have the skills and knowledge needed to provide exceptional customer service
• Prepare annual performance evaluations and conduct quality reviews to ensure that our team members are meeting the standards of arenaflex
• Meet with staff members on a monthly basis to review their performance and provide feedback and guidance
• Conduct team meetings to provide updates, training, and team-building activities
• Educate staff members on all policies and procedures to ensure that they are aware of and compliant with arenaflex standards
• Interview and make recommendations for open positions in the call center
• Maintain scheduling, timecards, and related reports to ensure that our team members are working efficiently and effectively
• Ensure that calls are answered in a timely manner by monitoring calls on the ACD system
• Monitor all queues according to arenaflex Performance Standard goals
• Work closely with management to achieve team and department goals
• Perform necessary research, resolving issues and responding to inquiries from internal and external customers
• Research and resolve escalated calls
• Take calls requiring assistance from a supervisor
• Assist staff by silent monitoring calls and taking over if needed
• Research issues thoroughly by interfacing with Manager or other departments, etc.
• Assist in updating and implementing Policies and Procedures as needed

Qualifications

* High School diploma required

• 2-4 years of progressive experience performing customer service required
• Lead or supervisory experience in a call center environment required
• Health Care or Health Insurance experience preferred
• Knowledge of Microsoft Office (Word/Excel/Outlook) required
• Experience with a Workforce Management tool preferred

Core Competencies

* Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships

• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Work Environment and Physical Requirements

* Primarily sedentary, able to sit for long periods of time

• Ability to speak, see and hear other personnel and/or objects
• Ability to communicate both in verbal and written form
• Ability to travel within the facility
• Capable of using a telephone and computer keyboard
• Ability to lift up to 10 lbs.

Remote Work Considerations

* Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment

• This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed)

Compensation and Benefits

* $45,000 Full-Time Annual Salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an Equal Opportunity/Affirmative Action Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified individuals of all backgrounds. If you're a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at [insert contact information]. Apply for this job