Supervisor, Customer Service

• Advises team members on performance goals to ensure that individual and team targets are being met or exceeded
• Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement
• Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities
• Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services
• Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills
• Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience
• Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys
• Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes
• Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes

• 3-5 years work experience
• 2+ years experience in a supervisor role
• Working knowledge of collaboration and teamwork
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills
• Working knowledge of business intelligence
• Working knowledge of problem solving and decision making skills
• Adept at growth mindset (agility and developing yourself and others) skills

Working knowledge of Medicare Supplement and Ancillary Products desirable

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility