**Join arenaflex Healthcare, a leading healthcare company, in shaping the future of customer service and experience. As an Experienced Medicare Customer Service Senior Supervisor, you will lead a team of licensed insurance agents in providing exceptional customer service, driving customer retention results, and fostering a positive team culture.**
**About arenaflex Healthcare**
arenaflex Healthcare is a dynamic and innovative company that is revolutionizing the healthcare industry. With a strong commitment to customer satisfaction and employee development, we are dedicated to providing the best possible experience for our customers and employees alike. Our company culture is built on the principles of teamwork, innovation, and continuous learning, and we are seeking a talented and experienced leader to join our team.
**Job Summary**
The Experienced Medicare Customer Service Senior Supervisor is a pivotal role that requires a strong focus on customer retention results, quality customer service, and fostering customer loyalty. As a senior supervisor, you will lead a team of licensed insurance agents, monitor key performance indicator metrics, and collaborate with the Direct To Consumer (DTC) Retention Operations manager to oversee the entire conservation administration process. You will work closely with various matrix partners to achieve business goals and implement effective growth strategies.
**Responsibilities**
As an Experienced Medicare Customer Service Senior Supervisor, your key responsibilities will include:
* **Driving customer retention results**: You will lead the team in achieving customer retention targets, ensuring that activity standards are met, and identifying opportunities for growth and improvement.
* **Leading, coaching, and developing the Conservation team**: You will concentrate on individual retention productivity, ensuring that team members have the skills and knowledge needed to excel in their roles.
* **Focus on quality customer service, retention, and customer loyalty**: You will work closely with the team to ensure that customers receive exceptional service, and that loyalty and retention targets are met.
* **Communicating goals and monitoring individual, team, and call center results**: You will identify and act on both positive and negative trends, ensuring the attainment of financial and performance targets.
* **Working to remove barriers for front-line staff**: You will identify and address any obstacles that may be preventing team members from exceeding customer expectations.
* **Hiring, onboarding, and training new Agents**: You will be responsible for recruiting, training, and developing new team members to ensure that they have the skills and knowledge needed to succeed.
* **Managing performance through effective coaching and counseling**: You will conduct daily call monitoring, individual agent coaching, and assessment of agent analytics to identify coaching opportunities and reinforce learning.
* **Managing the team to ensure that persistency targets are achieved**: You will work closely with the team to ensure that persistency targets are met, and that customers are retained.
* **Resolving escalated customer issues**: You will work closely with the team to resolve any escalated customer issues, ensuring that customers receive exceptional service.
* **Leading the team through change**: You will develop a positive team relationship, motivating employees and creating a culture that supports high employee morale and career development.
* **Gathering data, evaluating information, and presenting feedback to Agents**: You will gather data, evaluate information, and present feedback to team members to increase performance, overall productivity, and skill sets.
* **Facilitating compliance with all corporate policies**: You will ensure that team members are aware of and comply with all corporate policies.
**Requirements**
To be successful in this role, you will need:
* **High School Degree required**: A high school degree is required, but a Bachelor's degree or equivalent work experience is highly preferred.
* **Excellent interpersonal and relationship management skills**: You will need to have excellent interpersonal and relationship management skills to lead and motivate a team of licensed insurance agents.
* **Excellent oral, written, and presentation skills**: You will need to have excellent oral, written, and presentation skills to communicate effectively with team members, customers, and matrix partners.
* **3 or more years of successful call center experience**: You will need to have at least 3 years of successful call center experience, with a proven track record of decreasing operating costs in a phone-based environment.
* **Understanding of call center technology, terminology, and operating environment**: You will need to have a strong understanding of call center technology, terminology, and operating environment.
* **Proven track record of decreasing operating costs in a phone-based environment**: You will need to have a proven track record of decreasing operating costs in a phone-based environment.
* **Health Insurance License required**: You will need to have a Health Insurance License to work in this role.
* **Ability to multi-task, drive results, think strategically, and implement a new business growth strategy**: You will need to be able to multi-task, drive results, think strategically, and implement a new business growth strategy.
* **2 or more years people management experience**: You will need to have at least 2 years of people management experience.
* **Extensive background in Medicare and other supplemental health products**: You will need to have an extensive background in Medicare and other supplemental health products.
* **Experience with upselling customers to another product**: You will need to have experience with upselling customers to another product.
* **Working proficiency with metrics, measurements, reports, and operations**: You will need to have working proficiency with metrics, measurements, reports, and operations.
* **Strong organizational and analytical skills that result in conclusive recommendations**: You will need to have strong organizational and analytical skills that result in conclusive recommendations.
* **Expert knowledge of Salesforce, Excel, PowerPoint, and Office products**: You will need to have expert knowledge of Salesforce, Excel, PowerPoint, and Office products.
**Nice-to-haves**
* **Experience with CRM software**: Experience with CRM software, such as Salesforce, is a plus.
* **Experience with data analysis and reporting**: Experience with data analysis and reporting is a plus.
* **Experience with process improvement**: Experience with process improvement is a plus.
**Benefits**
arenaflex Healthcare offers a comprehensive benefits package, including:
* **Competitive salary**: A competitive salary that reflects your experience and qualifications.
* **Benefits package**: A comprehensive benefits package that includes medical, dental, and vision insurance, as well as 401(k) matching.
* **Paid time off**: Paid time off, including vacation, sick leave, and holidays.
* **Professional development opportunities**: Opportunities for professional development and growth, including training and education programs.
* **Flexible work arrangements**: Flexible work arrangements, including remote work options and flexible hours.
**How to Apply**
If you are a motivated and experienced leader who is passionate about customer service and employee development, 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 Employment Opportunity**
arenaflex Healthcare is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and career development.
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