Medicare Customer Service Senior Supervisor - Hybrid, AZ, PA, TX - arenaflex Healthcare

Join arenaflex Healthcare, a leading health insurance company, in shaping the future of customer service excellence. As a Medicare Customer Service Senior Supervisor, you will lead a team of licensed insurance agents in delivering exceptional customer experiences, driving retention results, and fostering a culture of growth and development.

About arenaflex Healthcare

arenaflex Healthcare is a dynamic and innovative health insurance company dedicated to providing comprehensive coverage solutions to millions of Americans. With a strong commitment to customer-centricity, arenaflex Healthcare strives to make a positive impact on people's lives by delivering personalized care, support, and guidance. As a Medicare Customer Service Senior Supervisor, you will be part of a talented team that shares your passion for excellence and your drive to make a difference.

Key Responsibilities

As a Medicare Customer Service Senior Supervisor, you will be responsible for leading a team of licensed insurance agents in delivering exceptional customer experiences, driving retention results, and fostering a culture of growth and development. Your key responsibilities will include:

• Driving Customer Retention Results: Lead the team in achieving customer retention goals, focusing on individual retention productivity, and ensuring activity standards are met.
• Leading, Coaching, and Developing the Conservation Team: Concentrate on individual retention productivity, quality customer service, and customer loyalty, while ensuring that activity standards are met.
• Communicating Goals and Monitoring Results: Communicate goals and monitor individual, team, and call center results to identify and act on both positive and negative trends, ensuring the attainment of financial and performance targets.
• Removing Barriers for Front-Line Staff: Work to remove barriers for front-line staff to exceed customer expectations, ensuring that they have the necessary tools and support to deliver exceptional service.
• Hiring, Onboarding, and Training New Agents: Hire, onboard, and train new agents to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
• Managing Performance: Manage performance through effective coaching and counseling, ensuring that agents are meeting their targets and providing exceptional service.
• Conducting Daily Call Monitoring: Conduct daily call monitoring to identify coaching opportunities and reinforce learning through individual agent coaching and assessment of agent analytics.
• Resolving Escalated Customer Issues: Resolve escalated customer issues, ensuring that customers receive timely and effective resolution.
• Leading the Team through Change: Lead the team through change by developing a positive team relationship, fostering open communication, and promoting a culture of growth and development.
• Gathering Data and Evaluating Information: Gather data, evaluate information, and present feedback to agents to enhance performance, overall productivity, and skill sets.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• High School Degree Required: A high school degree is required, with a Bachelor's degree or equivalent work experience highly preferred.
• Excellent Interpersonal and Relationship Management Skills: Excellent interpersonal and relationship management skills, with the ability to build strong relationships with agents, customers, and stakeholders.
• Excellent Oral, Written, and Presentation Skills: Excellent oral, written, and presentation skills, with the ability to communicate effectively with agents, customers, and stakeholders.
• 3 or More Years of Successful Call Center Experience: 3 or more years of successful call center experience, with a proven track record of decreasing operating costs in a phone-based environment.
• Health Insurance License Required: A health insurance license is required, with a strong understanding of Medicare and other supplemental health products.
• Ability to Multi-Task and Drive Results: The ability to multi-task, drive results, think strategically, and implement a new business growth strategy.
• 2 or More Years of People Management Experience: 2 or more years of people management experience, 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, with experience in upselling customers to another product.
• Working Proficiency with Metrics, Measurements, Reports, and Operations: Working proficiency with metrics, measurements, reports, and operations, with the ability to analyze data and make informed decisions.
• Strong Organizational and Analytical Skills: Strong organizational and analytical skills, with the ability to result in conclusive recommendations.
• Expert Knowledge of Salesforce, Excel, PowerPoint, and Office Products: Expert knowledge of Salesforce, Excel, PowerPoint, and Office products, with the ability to use these tools to drive results and improve performance.

Nice-to-Haves

* Experience with Upselling Customers to Another Product: Experience with upselling customers to another product, with a proven track record of increasing sales and revenue.

• Working Proficiency with CRM Systems: Working proficiency with CRM systems, with the ability to use these tools to drive results and improve performance.

Benefits

As a Medicare Customer Service Senior Supervisor at arenaflex Healthcare, you will enjoy a range of benefits, including:

• Competitive Salary and Bonus Structure: A competitive salary and bonus structure, with opportunities for growth and advancement.
• Comprehensive Health Insurance: Comprehensive health insurance, including medical, dental, and vision coverage.
• Retirement Plan: A retirement plan, with a company match to help you save for your future.
• Paid Time Off: Paid time off, including vacation, sick leave, and holidays.
• Professional Development Opportunities: Professional development opportunities, including training, coaching, and mentorship.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options and flexible hours.

How to Apply

If you are a motivated and results-driven leader with a passion for customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job