Experienced Customer Service Manager – Remote Support Services
At arenaflex, we're dedicated to revolutionizing the way people manage their health and well-being. As a leading digital health company, we're committed to making high-quality care more accessible and affordable for everyone. 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. We're seeking an experienced Customer Service Manager to join our team and 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 products and services, as well as your past experience in call center operations.
About arenaflex
arenaflex is a 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, arenaflex is committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.
Job Summary
The Customer Service Manager will be responsible for maintaining effective internal support for contact center teams assigned to arenaflex Health Data Services by utilizing one's knowledge of company products and services as well as past experience in call center operations. This role requires a strong understanding of business goals and standards for customer service, excellent communication skills, and the ability to communicate effectively with senior management and other departments.
Essential Job Functions
* Manage day-to-day operations of Contact Center Support Services teams for Health Data Services campaigns
- Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
- Identify support needs by consulting with stakeholders and using needs assessments
- Attend to escalated customer service issues and ensure effective and long-term problem resolution
- Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
- Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
- Track and monitor daily team workloads to ensure client and operations expectations are met
- Manage and meet project implementation targets for timeliness, customer success metrics
- Serve as a trusted advisor and subject matter expert to department leadership
- Provide staff direction in analyzing and resolving escalated operational problems
- Build strong relationships with other departments and teams to support existing and new business development opportunities
- Conduct interviews and make selections to fill open roles within assigned Customer Service teams
- Energize and motivate teams by utilizing positive reinforcement and support methodologies
- Provide coaching, training, professional development and performance management to assigned staff
- Ensure compliance with regulatory requirements impacting customer support function
Qualifications
* 3+ years of contact center supervision or management
- Bachelor's degree preferred
- Experience in customer service with excellent communication skill set
- 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 medical setting helpful
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a leading digital health company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible remote work arrangement
- Recognition and rewards for outstanding performance
About Our Culture
arenaflex is a company that values diversity, equity, and inclusion. We believe that everyone deserves to be treated with respect and dignity, regardless of their background, identity, or experience. We're committed to creating a workplace culture that's inclusive, supportive, and empowering for all employees.
How to Apply
If you're passionate about customer service and want to join a team that's making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other non-merit factor. Apply for this job