Experienced Customer Service Supervisor – Remote Call Center Operations

Are you a seasoned customer service professional with a passion for leadership and team management? Do you have a proven track record of delivering exceptional results in a fast-paced call center environment? If so, we invite you to join blithequark's dynamic Customer Service Fitness (CSF) department as a Supervisor, where you will play a critical role in shaping the customer experience and driving business growth.

About blithequark

blithequark is a leading provider of innovative solutions in the healthcare industry. Our mission is to empower individuals to take control of their health and well-being through cutting-edge technology and personalized support. As a remote call center supervisor, you will be part of a talented team that is dedicated to delivering exceptional customer service and support to our clients and customers.

Job Summary

As a Supervisor, Customer Service, CSF (Remote) at blithequark, you will be responsible for leading a team of customer service representatives and providing expertise and support on a wide variety of inquiries. You will ensure that issues are handled properly and in accordance with blithequark's policies and procedures, while monitoring department goals and performance standards. This is a remote position, and you will be required to work from home (WFH) in a designated work area with company-provided technology equipment.

Responsibilities

* Supervise staff and monitor performance, providing coaching, counseling, and training as needed

• Prepare annual performance evaluations and conduct regular team meetings to review overall performance
• Perform quality review on recorded calls and ensure that calls are answered in a timely manner by monitoring calls on the ACD system
• Monitor all queues according to blithequark's Performance Standard goals and work closely with management to achieve team and department goals
• Provide expertise and support on a wide variety of inquiries, including resolving issues and responding to customer inquiries
• Research and resolve escalated calls, taking calls requiring assistance from a supervisor, and assisting staff by silent monitoring calls and taking over if needed
• Assist in updating and implementing policies and procedures as needed

Qualifications

* High School diploma required

• 2-4 years of progressive experience performing customer service required
• Lead or supervisory experience in a call center environment required
• Health Care or Health Insurance experience preferred
• Knowledge of Microsoft Office (Word/Excel/Outlook) required
• Experience with a Workforce Management tool preferred

Core Competencies

* Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships

• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Work Environment and Culture

* Primarily sedentary, able to sit for long periods of time

• Ability to speak, see, and hear other personnel and/or objects
• Ability to communicate both in verbal and written form
• Ability to travel within the facility
• Capable of using a telephone and computer keyboard
• Ability to lift up to 10 lbs
• Work-from-home (WFH) environment

Compensation and Benefits

* $45,000 Full-Time Annual Salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you are a motivated and results-driven customer service professional with a passion for leadership and team management, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an Equal Opportunity/Affirmative Action Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified individuals of all backgrounds. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at [insert contact information]. Apply for this job