Job Summary
The Customer Service Supervisor assists in the supervision and coordination of activities of Customer Service Agents by performing the duties below. In addition to the required duties and associated skills, the successful candidate for this position will have knowledge of and experience in a call center environment, the ability to communicate with agility throughout the organization and with customers, a desire to provide an exceptional customer and staff experience, and have demonstrable skills in motivating and leading others. This is a full-time hybrid role. This position will begin on 9-20 and be onsite in our newly renovated, COVID-forward workspace for training. Following the training period, the schedule will likely be hybrid - remote and in-office on a rotational basis. Candidates must be available Monday through Friday from 8 am until 6:30 pm, although actual daily schedule will vary. Occasional weekend work required.
Essential Functions & Responsibilities
- Hires, coaches and develops Customer Service Agents (CSA’s) to respond to customer questions regarding claims, benefits, website and mobile app.
- Ensures CSA’s understand and comply with all call center objectives, performance standards, and policies.
- Answers agent questions regarding, policies, procedures, best practices or difficult calls, and handles difficult calls from providers, group administrators or members as well as complaints and performs modifications as required
- Identifies operational issues and suggests potential solutions.
- Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate
- Prepares reports and analyzes data to assist management to determine call center goals.
- Works with other members of the leadership team to support agents and maximize customer satisfaction.
- Maintains day to day call center operations and correspondence workflows.
- Provides leadership, support and guidance to all team members and assists in refresher and quality training.
- Issues written and oral instructions.
- Prepares and performs individual monthly feedback sessions, associates’ yearly reviews and senior reviews with CSA’s on a team.
- Ongoing analysis of procedures to improve call handling and claims processing efficiency of staff associates, including monitoring CSA calls to ensure quality customer service and reviewing random claims processing or adjustment quality for team as needed.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Conducts/attends various meetings and communicates information directly to team members.
- Reviews time cards, attendance and schedules in accordance with Delta’s Attendance Control Program.
- Insures that all Delta Dental’s practices and policies are adhered to, administers the union contract.
Essential Qualifications
DDNJ Competencies
Accountability Adaptability-Flexibility Communication Customer Focus Listening Skills
Creativity/Innovation Problem Solving-Analysis Vision & Values Collaborative Process-Teamwork Dependability
Knowledge, Skills & Abilities
Technical and Functional
- Ability to provide excellent customer experience, internally and externally
- Ability to handle multiple priorities and exceptional organizational skills
- Excellent verbal and written communication skills
- Must be detail oriented
- Ability to work successfully and collaboratively in a team environment
- Excellent leadership, facilitation and decision making skills
- Strong problem-solving and analytical skills
- Strong technical proficiency, including experience with MS Office Suite
Required Physical Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to sit and perform extensive close keyboard and PC work
- Ability to walk, talk or hear
- Occasionally required to stand and reach with hands and arms
Working Environment
- Ability to meet deadlines and attendance standards.
- The noise level in the work environment is usually moderate.
- This classification will be required to sign a confidentiality agreement.
Experience, Education and Certifications Required
Experience Required
- Minimum of 3 years leadership experience preferably in an insurance company with customer service responsibility
Required Educational Level
- Bachelor’s Degree or equivalent work experience