Job Title: Experienced Customer Service Manager – Insurance Industry Expertise – Remote Opportunity

About arenaflex

About the Role

Key Responsibilities:

• Select, manage, coach (including targeted 1:1 sessions), and develop a high-performing team of Licensed Customer Service Agents.
• Create and maintain a winning culture among workers; motivate associates, recognize successes, and resolve grievances.
• Monitor individual and team results and productivity to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Meet and/or exceed appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
• Monitor calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
• Provide feedback to associates and deliver corrective action and termination of employees in accordance with company policy.
• Answer questions and recommend solutions to address customer complaints.
• Reviews carrier, customer, and agent feedback and takes appropriate action.
• Develops, implements, and manages processes to ensure that policies meet required specifications for quality.
• Identifies and analyzes issues, defects, and other problems, recommends, and facilitates solutions to these issues.
• Provide 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.
• Meet regularly with arenaflex Leadership Team and provide detailed reporting on the overall performance of the team.
• Develop and maintain interdepartmental partnerships to resolve customer issues.
• All other duties as assigned.

What You'll Bring to the Table:

To succeed in this role, you'll need:

• A High School Diploma or GED; Bachelor's degree preferred.
• 1-2 years progressive leadership experience required, 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, recognized locally and nationally for our commitment to our employees and our customers. Here are just a few reasons why you'll love working for arenaflex:

• Starting base salary $51,150.00 - $66,000.00 with bonus potential and monthly commission.
• A comprehensive and highly competitive benefits package, including:
• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Litmos
• And more!
• We're a growth-oriented company, with 7 years of over 10% growth annually and a doubling of our employee size over the past 2-3 years.
• We're committed to ongoing professional development and training, with opportunities for growth and advancement.
• We're an Equal Opportunity Employer, dedicated to creating a diverse and inclusive workplace.

How to Apply:

If you're passionate about delivering exceptional customer service and leading a high-performing team, we want to hear from you! Apply now to join our team at arenaflex and take the first step towards a rewarding career in the insurance industry.