Experienced Medicare Customer Service Senior Supervisor – Hybrid, AZ, PA, TX – arenaflex

Join arenaflex, a leading healthcare company, as we continue to revolutionize the way people live and work. Our mission is to improve the health and well-being of our customers, and we're looking for a talented and experienced Medicare Customer Service Senior Supervisor to lead our team in Arizona, Pennsylvania, and Texas.

About arenaflex

arenaflex is a global healthcare company that provides a wide range of health insurance products and services to individuals, families, and businesses. We're committed to delivering exceptional customer experiences, innovative solutions, and unparalleled expertise in the healthcare industry. Our team of dedicated professionals is passionate about making a difference in people's lives, and we're looking for like-minded individuals to join our team.

Job Summary

We're seeking an experienced Medicare Customer Service Senior Supervisor to lead our Conservation team in Arizona, Pennsylvania, and Texas. As a key member of our leadership team, you'll be responsible for driving customer retention results, leading and developing a high-performing team, and ensuring that our customers receive exceptional service and support. If you're a results-driven leader with a passion for customer service, we want to hear from you!

Key Responsibilities

* Drive Customer Retention Results: Develop and implement strategies to drive customer retention, increase customer loyalty, and improve overall customer satisfaction.

• Lead and Develop a High-Performing Team: Lead, coach, and develop a team of customer service representatives to achieve exceptional results, meet activity standards, and exceed customer expectations.
• Communicate Goals and Monitor Results: Communicate goals, monitor individual, team, and call center results, and identify areas for improvement to ensure attainment of financial and performance targets.
• Remove Barriers and Exceed Customer Expectations: Work to remove barriers for front-line staff to ensure that customers receive exceptional service and support.
• Hire, Onboard, and Train New Agents: Hire, onboard, and train new customer service representatives to ensure they have the skills and knowledge needed to succeed in their roles.
• Manage Performance through Coaching and Counseling: Manage performance through effective coaching and counseling to ensure that team members are meeting their goals and exceeding customer expectations.
• Manage Persistency Targets: Manage the team to ensure that persistency targets are achieved, and develop strategies to improve persistency rates.
• Conduct Daily Call Monitoring: Conduct daily call monitoring to identify coaching opportunities and reinforce learning on a daily basis.
• Resolve Escalated Customer Issues: Resolve escalated customer issues in a timely and professional manner.
• Lead Team through Change: Lead the team through change by developing a positive team relationship and creating a culture that supports high employee morale and career development.
• Gather Data and Present Feedback: Gather data, evaluate information, and present feedback to agents for increasing performance, overall productivity, and skill sets.
• Facilitate Compliance: Facilitate compliance with all corporate policies and procedures.
• Handle Multiple Assignments in a Fast-Paced Atmosphere: Handle multiple assignments in a fast-paced atmosphere and prioritize tasks to meet deadlines and achieve results.

Requirements

* 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: Excellent interpersonal and relationship management skills are essential for success in this role.
• Excellent Oral, Written, and Presentation Skills: Excellent oral, written, and presentation skills are required to communicate effectively with team members, customers, and stakeholders.
• 3 or More Years of Successful Call Center Experience: 3 or more years of successful call center experience is required, with a proven track record of decreasing operating costs in a phone-based environment.
• Health Insurance License Required: A health insurance license is required for this role.
• Ability to Multi-Task and Drive Results: The ability to multi-task, drive results, think strategically, and implement a new business growth strategy is essential for success in this role.
• 2 or More Years of People Management Experience: 2 or more years of people management experience is required, with a proven track record of leading high-performing teams.
• Extensive Background in Medicare and Other Supplemental Health Products: An extensive background in Medicare and other supplemental health products is required, with experience in upselling customers to another product.
• Working Proficiency with Metrics, Measurements, Reports, and Operations: Working proficiency with metrics, measurements, reports, and operations is required to analyze data and make informed decisions.
• Strong Organizational and Analytical Skills: Strong organizational and analytical skills are required to develop and implement strategies to drive customer retention results.
• Expert Knowledge of Salesforce, Excel, PowerPoint, and Office Products: Expert knowledge of Salesforce, Excel, PowerPoint, and Office products is required to manage and analyze data, create reports, and present information to stakeholders.

What We Offer

* Competitive Salary and Benefits Package: A competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

• Opportunities for Career Growth and Development: Opportunities for career growth and development, including training and development programs, mentorship, and promotions.
• Collaborative and Dynamic Work Environment: A collaborative and dynamic work environment, with a team of dedicated professionals who are passionate about making a difference in people's lives.
• Recognition and Rewards: Recognition and rewards for outstanding performance, including bonuses, awards, and recognition programs.

How to Apply

If you're a 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 employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. Apply for this job