About careerzynith Healthcare
At careerzynith Healthcare, we are dedicated to providing exceptional customer service and innovative solutions to meet the evolving needs of our customers. As a leading healthcare company, we strive to make a positive impact on the lives of our customers, employees, and the communities we serve. Our commitment to excellence and customer satisfaction drives everything we do, from our products and services to our company culture and values.
Job Summary
We are seeking an experienced Medicare Customer Service Senior Supervisor to lead our team of licensed insurance agents in providing exceptional customer service and driving customer retention results. As a key member of our Direct To Consumer (DTC) Conservation team, you will be responsible for monitoring key performance indicator metrics, collaborating with the DTC Retention Operations manager, and overseeing the entire conservation administration process. If you have a passion for customer service, leadership, and growth, we encourage you to apply for this exciting opportunity.
Responsibilities
As a Medicare Customer Service Senior Supervisor, you will be responsible for:
- Driving customer retention results: Focus on quality customer service, retention, and customer loyalty to achieve financial and performance targets.
- Leading, coaching, and developing the Conservation team: Concentrate on individual retention productivity, meeting activity standards, and ensuring the attainment of financial and performance targets.
- Communicating goals and monitoring results: Identify and act on both positive and negative trends to ensure the attainment of financial and performance targets.
- Removing barriers for front-line staff: Work to exceed customer expectations by removing obstacles and providing support to front-line staff.
- Hiring, onboarding, and training new agents: Recruit, train, and develop new agents to ensure the success of the team.
- Managing performance: Conduct daily call monitoring, individual agent coaching, and assessment of agent analytics to reinforce learning and improve performance.
- Resolving escalated customer issues: Address complex customer concerns and provide solutions to ensure customer satisfaction.
- Leading the team through change: Develop a positive team relationship and facilitate a culture that supports high employee morale and career development.
- Gathering data and presenting feedback: Evaluate information, present feedback to agents, and facilitate compliance with all corporate policies.
- Handling multiple assignments: Manage multiple tasks and priorities in a fast-paced atmosphere to achieve business goals.
Requirements
To be successful in this role, you will need:
- High School Degree: Required.
- Bachelor's degree or equivalent work experience: Highly preferred.
- Excellent interpersonal and relationship management skills: Ability to build strong relationships with customers, agents, and stakeholders.
- Excellent oral, written, and presentation skills: Effective communication and presentation skills to convey complex information to various audiences.
- 3 or more years of successful call center experience: Proven track record of success in a call center environment.
- Understanding of call center technology, terminology, and operating environment: Familiarity with call center software, hardware, and best practices.
- Proven track record of decreasing operating costs in a phone-based environment: Ability to analyze data, identify areas for improvement, and implement cost-saving strategies.
- Health Insurance License: Required.
- Ability to multi-task, drive results, think strategically, and implement a new business growth strategy: Strong analytical and problem-solving skills to drive business growth and improve customer satisfaction.
- 2 or more years people management experience: Proven leadership and management skills to lead a team of agents.
- Extensive background in Medicare and other supplemental health products: In-depth knowledge of Medicare and other health products to provide expert advice to customers.
- Experience with upselling customers to another product: Ability to identify opportunities to upsell customers and provide solutions to meet their needs.
- Working proficiency with metrics, measurements, reports, and operations: Ability to analyze data, identify trends, and make data-driven decisions.
- Strong organizational and analytical skills: Ability to prioritize tasks, manage multiple projects, and make sound decisions.
- Expert knowledge of Salesforce, Excel, PowerPoint, and Office products: Proficiency in using these tools to manage data, create reports, and present information.
Nice-to-Haves
While not required, the following skills and experience are highly desirable:
- Experience with customer relationship management (CRM) software: Familiarity with CRM software to manage customer interactions and relationships.
- Knowledge of healthcare regulations and compliance: Understanding of healthcare regulations and compliance requirements to ensure adherence to industry standards.
- Experience with data analysis and reporting: Ability to analyze data, create reports, and present findings to stakeholders.
- Strong communication and interpersonal skills: Ability to build strong relationships with customers, agents, and stakeholders.
Benefits
As a valued member of the careerzynith Healthcare team, you will enjoy a comprehensive benefits package, including:
- Competitive salary: A salary that reflects your experience and qualifications.
- Benefits package: A comprehensive benefits package that includes medical, dental, and vision insurance, as well as a 401(k) plan.
- Paid time off: A generous paid time off policy that includes vacation, sick leave, and holidays.
- Professional development opportunities: Training and development opportunities to help you grow and succeed in your career.
- Flexible work arrangements: Flexible work arrangements that include remote work options and flexible hours.
How to Apply
If you are a motivated and results-driven individual with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!