Join arenaflex, a leading digital health company, in revolutionizing the way people manage their health and well-being. As a Customer Service Manager, you will play a pivotal role in maintaining effective internal support for contact center teams, driving business growth, and ensuring exceptional customer experiences.
**About arenaflex**
arenaflex is the leading digital health company that empowers individuals to take control of their health journey. 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. Our philosophy is simple: we are all together better. At arenaflex, we are 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**
We are seeking an experienced Customer Service Manager to lead our contact center support services teams for Health Data Services campaigns. As a key member of our team, you will be responsible for managing day-to-day operations, evaluating individual and organizational results, and identifying areas for improving performance. You will also be expected to demonstrate cultural alignment with arenaflex's values of Servant Leadership, Family, arenaflex People Give Back, Compassion, Accountability, and Respect.
**Essential Job Functions**
* Manage day-to-day operations of Contact Center Support Services teams for Health Data Services campaigns, ensuring seamless execution and high-quality customer experiences.
* Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance and implementing data-driven solutions.
* Identify support needs by consulting with stakeholders and using needs assessments to inform strategic decisions.
* Attend to escalated customer service issues and ensure effective and long-term problem resolution, maintaining a high level of customer satisfaction.
* 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 ongoing support is provided to contact center staff, promoting a culture of excellence.
* Track and monitor daily team workloads to ensure client and operations expectations are met, maintaining a high level of productivity and efficiency.
* Manage and meet project implementation targets for timeliness, customer success metrics, and other key performance indicators.
* Serve as a trusted advisor and subject matter expert to department leadership, providing strategic guidance and support.
* Provide staff direction in analyzing and resolving escalated operational problems, empowering team members to take ownership and drive results.
* Build strong relationships with other departments and teams to support existing and new business development opportunities, fostering a collaborative and innovative work environment.
* Conduct interviews and make selections to fill open roles within assigned Customer Service teams, ensuring the best talent is hired and developed.
* Energize and motivate teams by utilizing positive reinforcement and support methodologies, promoting a culture of engagement and motivation.
* Provide coaching, training, professional development, and performance management to assigned staff, ensuring they have the skills and knowledge needed to succeed.
* Ensure compliance with regulatory requirements impacting customer support function, maintaining a high level of regulatory compliance and risk management.
**Qualifications**
* 3+ years of contact center supervision or management experience, with a proven track record of success.
* Bachelor's degree preferred, with a focus on business, communications, or a related field.
* Experience in customer service with excellent communication skill sets, including verbal and written communication, active listening, and conflict resolution.
* Extremely organized and detail-oriented, with the ability to prioritize tasks and manage multiple projects simultaneously.
* Strong understanding of business goals and standards for customer service, with the ability to analyze data and drive business outcomes.
* Ability to communicate effectively with senior management and other departments, including presentations, reports, and strategic planning.
* High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required, with experience in Microsoft Dynamics software a plus.
* Effective problem-solving skills, with the ability to think critically and drive innovative solutions.
* Previous experience in a medical setting is helpful, but not required.
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, offering a flexible and dynamic work environment that supports work-life balance. Our company culture is built on the values of Servant Leadership, Family, arenaflex People Give Back, Compassion, Accountability, and Respect. We are committed to creating a workplace that is inclusive, diverse, and supportive, where employees can grow and thrive.
**Career Growth Opportunities and Learning Benefits**
arenaflex offers a range of career growth opportunities, including professional development, training, and mentorship programs. Our employees have access to a comprehensive benefits package, including health insurance, retirement plans, and paid time off. We also offer a range of learning benefits, including online courses, workshops, and conferences, to support ongoing education and skill development.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a salary, bonus structure, and benefits. Our employees also enjoy a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package.
**How to Apply**
If you are a motivated and experienced Customer Service Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**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. We are committed to creating a workplace that is inclusive, diverse, and supportive, where employees can grow and thrive.
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