Experienced Customer Service Manager – Insurance Industry – Remote Work Opportunity

At arenaflex, we're dedicated to being a force for good by providing innovative solutions that help people live responsibly and keep communities safe. As a leading provider of substance use safety, detection, and monitoring products and services, we're committed to making a positive impact. Our mission is to empower individuals and families to make informed choices, and our team is passionate about delivering exceptional customer experiences.

Job Summary:

We're seeking an experienced Customer Service Manager to lead our customer service team and drive exceptional results. As a key member of our arenaflex team, you'll be responsible for motivating and developing a high-performing team of customer service agents, evaluating and identifying key behaviors that drive quality service, and ensuring the highest levels of customer satisfaction and retention. If you're a results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you!

Key Responsibilities:

* Select, manage, coach, and develop a high-performing team of licensed customer service agents to ensure exceptional customer experiences and high levels of customer satisfaction and retention.

• Create and maintain a winning culture among team members, motivating associates, recognizing successes, and resolving grievances.
• Monitor 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.
• 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, providing feedback to associates and delivering corrective action and termination of employees in accordance with company policy.
• Answer questions and recommend solutions to address customer complaints, reviewing carrier, customer, and agent feedback and taking appropriate action.
• Develop, implement, and manage processes to ensure that policies meet required specifications for quality, identifying and analyzing issues, defects, and other problems, and recommending and facilitating solutions.
• 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 and ensure seamless communication across teams.
• Perform all other duties as assigned.

What You'll Bring to the Table:

* 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 Us?

At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. Here are just a few reasons why we're a Top Workplace:

• Competitive compensation package, including a starting base salary of $51,150.00 - $66,000.00, plus 10% bonus potential, and monthly commission.
• Comprehensive benefits package, including dental insurance, health insurance, vision insurance, 401(k), paid holidays, paid time off, and ongoing professional training online via Litmos.
• Growth-oriented company with 7 years of over 10%+ growth annually, and a commitment to doubling in employee size over the past 2-3 years.
• Ongoing opportunities for professional development and growth, with a focus on empowering our team members to reach their full potential.
• Collaborative and supportive work environment, with a focus on teamwork and open communication.
• Recognition and rewards for outstanding performance and contributions to the team.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer, committed to creating a workplace that's inclusive and respectful of all individuals. We believe that diversity and inclusion are essential to our success, and we're dedicated to providing equal employment opportunities to all employees and applicants, regardless of race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.

How to Apply:

If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience! Apply for this job