Job Title: Experienced Customer Service Manager – Insurance Industry Expertise – 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.About the Role
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 our Customer Service Manager, you'll be responsible for:- Selecting, managing, coaching, and developing a high-performing team of Licensed Customer Service Agents.
- Creating and maintaining a winning culture among team members, motivating associates, recognizing successes, and resolving grievances.
- Monitoring individual and team results and productivity to identify and act on both positive and negative performance trends, ensuring attainment of revenue goals and performance targets.
- Meeting and/or exceeding appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
- Monitoring calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
- Providing feedback to associates, delivering corrective action, and terminating employees in accordance with company policy.
- Answering questions and recommending solutions to address customer complaints.
- Reviewing carrier, customer, and agent feedback and taking appropriate action.
- Developing, implementing, and managing processes to ensure that policies meet required specifications for quality.
- Identifying and analyzing issues, defects, and other problems, recommending, and facilitating solutions to these issues.
- Providing 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.
- Meeting regularly with arenaflex Leadership Team and providing detailed reporting on the overall performance of the team.
- Developing and maintaining 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:- A High School Diploma or GED; Bachelor's degree preferred.
- 1-2 years of progressive leadership experience, 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?
We're proud to be a Top Workplace, and we're committed to providing a comprehensive and highly competitive benefits package, including:- Starting base salary $51,150.00 - $66,000.00 + 10% bonus potential + monthly commission
- 401(k) + benefits
- Dental Insurance
- Health Insurance
- Vision Insurance
- Paid Holidays
- Paid Time Off
- Ongoing Professional Training online via Litmos
- And more!