Experienced Customer Service Supervisor – Operations and Team Leadership

Are you a seasoned customer service professional with a passion for leading high-performing teams and driving business growth? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a leading administrator of managed vision care, as a Supervisor, Customer Service – Operations and Team Leadership. At blithequark, we're dedicated to helping our members enjoy the wonders of sight through healthy eyes and vision. As a Supervisor, Customer Service, you'll play a critical role in delivering exceptional customer experiences and driving business results. You'll lead a team of customer service professionals, providing guidance, coaching, and feedback to ensure they're equipped to meet the needs of our members.

About blithequark

blithequark is one of the nation's leading administrators of managed vision care, serving millions of our clients' members nationwide. We're driven by our mission to make a positive impact on the lives of our members and their families. Our comprehensive Total Rewards package includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, and no-cost-to-you vision insurance for you and your qualified dependents. We're committed to your success and offer many opportunities for advancement and development throughout all stages of your career with us. Our supportive team environment and strong leadership will help you grow professionally and personally.

What We're Looking For

As a Supervisor, Customer Service, you'll be responsible for overseeing the duties of the customer service staff and inspiring and leading the team members by example. You'll be customer-centric, motivate staff to achieve business goals, and provide feedback to the Customer Service Management team. You'll also take escalated phone calls, direct processes, and coach Customer Service Associates for optimal efficiency in the Customer Service Department. Some of your key responsibilities will include:

• Assisting with the planning and implementation of call center strategy
• Assisting with hiring and onboarding new call center employees
• Ensuring a friendly and motivating work environment
• Ensuring adherence to company's policies and procedures, including but not limited to schedule adherence and timecard maintenance
• Keeping the management team informed of recurring issues and problems
• Preparing client-ready and departmental reports
• Assisting in the formulation of targets for individuals and teams
• Answering questions from staff and providing guidance and feedback
• Coaching and developing Customer Service Associates
• Providing recommendations for improvement to call flow, scripting, and training
• Working in conjunction with the Quality Department to identify areas of development for CSA not meeting QA standards and those in need of coaching
• Phone interaction with members, providers, and other external and internal constituents
• Other duties as assigned

What You'll Need to Succeed

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

• A Bachelor's degree in business or equivalent work experience
• Minimum Three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience required; including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficient in Microsoft Office
• Experience in the vision insurance industry is preferred

HIPAA & Security Requirements

As a Supervisor, Customer Service, you'll have access to confidential customer information, which must be protected at all times. You'll be required to comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

Equal Employment Opportunity

blithequark is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at blithequark without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Compensation and Benefits

The wage range for this position is [$50,000 to $55,000]. All incentives and benefits are subject to the applicable plan terms. If you're a motivated and results-driven professional looking for a new challenge, we encourage you to apply to this exciting opportunity. Join our team at blithequark and help us make a positive impact on the lives of our members.

How to Apply

To apply for this position, please visit our website at [insert link]. We look forward to hearing from you!

About the Job

As a Supervisor, Customer Service, you'll have the opportunity to work in a fast-paced environment where no two days are ever the same. You'll be responsible for leading a team of customer service professionals, providing guidance, coaching, and feedback to ensure they're equipped to meet the needs of our members.

Key Responsibilities

* Assisting with the planning and implementation of call center strategy

• Assisting with hiring and onboarding new call center employees
• Ensuring a friendly and motivating work environment
• Ensuring adherence to company's policies and procedures, including but not limited to schedule adherence and timecard maintenance
• Keeping the management team informed of recurring issues and problems
• Preparing client-ready and departmental reports
• Assisting in the formulation of targets for individuals and teams
• Answering questions from staff and providing guidance and feedback
• Coaching and developing Customer Service Associates
• Providing recommendations for improvement to call flow, scripting, and training
• Working in conjunction with the Quality Department to identify areas of development for CSA not meeting QA standards and those in need of coaching
• Phone interaction with members, providers, and other external and internal constituents
• Other duties as assigned

Requirements

* A Bachelor's degree in business or equivalent work experience

• Minimum Three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience required; including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficient in Microsoft Office
• Experience in the vision insurance industry is preferred

HIPAA & Security Requirements

As a Supervisor, Customer Service, you'll have access to confidential customer information, which must be protected at all times. You'll be required to comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

Equal Employment Opportunity

blithequark is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at blithequark without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Compensation and Benefits

The wage range for this position is [$50,000 to $55,000]. All incentives and benefits are subject to the applicable plan terms. If you're a motivated and results-driven professional looking for a new challenge, we encourage you to apply to this exciting opportunity. Join our team at blithequark and help us make a positive impact on the lives of our members. Apply for this job