Experienced Customer Service Manager – Remote Operations and Support

At arenaflex, we're dedicated to revolutionizing the way people manage their health and wellness. As a leading digital health company, we're committed to making high-quality care more accessible and affordable for everyone. We're seeking an experienced Customer Service Manager to join our team and help us deliver exceptional support to our customers.

About arenaflex

arenaflex is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at arenaflex, we're committed to supporting each individual through the lens of their personal health.

Job Summary

We're looking for a seasoned Customer Service Manager to lead our Contact Center Support Services teams for Health Data Services campaigns. As a key member of our team, you'll be responsible for maintaining effective internal support for our contact center teams, utilizing your knowledge of our company products and services, as well as your past experience in call center operations. You'll demonstrate your cultural alignment with arenaflex by displaying and working within our values of Servant Leadership, Family, arenaflex People Give Back, Compassion, Accountability, and Respect for your leader and your peers.

Essential Job Functions

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Managing day-to-day operations of Contact Center Support Services teams for Health Data Services campaigns
• Evaluating individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
• Identifying support needs by consulting with stakeholders and using needs assessments
• Attending to escalated customer service issues and ensuring effective and long-term problem resolution
• Conducting investigations, partnering, and coordinating with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e., BBB, escalated social media, online reviews, etc.)
• Establishing workflows, best practices, and standards to ensure ongoing support is provided to contact center staff
• Tracking and monitoring daily team workloads to ensure client and operations expectations are met
• Managing and meeting project implementation targets for timeliness, customer success metrics
• Serving as a trusted advisor and subject matter expert to department leadership
• Providing staff direction in analyzing and resolving escalated operational problems
• Building strong relationships with other departments and teams to support existing and new business development opportunities
• Conducting interviews and making selections to fill open roles within assigned Customer Service teams
• Energizing and motivating teams by utilizing positive reinforcement and support methodologies
• Providing coaching, training, professional development, and performance management to assigned staff
• Ensuring compliance with regulatory requirements impacting customer support function

Qualifications

To be successful in this role, you'll need:

• 3+ years of contact center supervision or management experience
• Bachelor's degree preferred
• Experience in customer service with excellent communication skills
• Extremely organized and detail-oriented
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
• Effective problem-solving skills
• Microsoft Dynamics software experience a plus
• Previous experience in a medical setting helpful

Why Join arenaflex?

At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. As a valued member of our team, you'll enjoy:

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and inclusive work culture
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and experienced Customer Service Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Apply for this job