What are the responsibilities and job description for the Customer Service Supervisor (Troy, MI) position at BeneSys, Inc.?
Do you thrive in a fast-paced environment? Are you a natural leader with a passion for building high-performing teams? If so, then we want YOU to join our Healthcare Enrollment Team as a Supervisor!
About the Role: As our Customer Service Supervisor, you will play a pivotal role in ensuring our members and their dependents receive exceptional service every time they call. You will lead and motivate a team of call center representatives, fostering a positive and productive work environment while driving towards key performance goals. This is a call center environment where providing exceptional service with every call is our top priority.
Responsibilities:
Benefits and Compensation Package:
The salary for this position is $55,000 per year. Actual salary is dependent on skills, experience, education, and other business factors.
Our Culture
BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees’ successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally. We want to create a place where employees can find long-term growth and potential.
Our culture focuses on three core values:
Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.
About the Role: As our Customer Service Supervisor, you will play a pivotal role in ensuring our members and their dependents receive exceptional service every time they call. You will lead and motivate a team of call center representatives, fostering a positive and productive work environment while driving towards key performance goals. This is a call center environment where providing exceptional service with every call is our top priority.
Responsibilities:
- Team Leadership
- Hire, onboard, and train new call center representatives.
- Provide ongoing coaching and development to team members, ensuring they have the skills and knowledge to excel.
- Motivate and empower your team to deliver outstanding customer service and address member concerns efficiently.
- Monitor call metrics and identify opportunities for improvement.
- Foster a collaborative and supportive work environment where team members feel valued and engaged.
- Performance Management
- Set clear performance goals for individual team members and the department.
- Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.
- Implement incentive programs and recognition initiatives to celebrate achievements.
- Quality Assurance
- Monitor call quality and adherence to company policies and procedures.
- Conduct call coaching sessions to provide feedback and improve communication skills.
- Ensure accurate and timely documentation of member interactions.
- Problem-Solving
- Address escalated member concerns with empathy and professionalism.
- Work collaboratively with other departments to resolve complex issues and ensure seamless member experience.
- Compliance and Reporting
- Maintain compliance with HIPAA and other relevant healthcare regulations.
- Generate and analyze call center reports to identify trends and track performance against key metrics.
- Present reports and recommendations to management.
- Client Specific Knowledge
- Understand client plan rules in Summary Plan Descriptions
- Work closely with Benefits Manager concerning all programming/operations related matters. This will include, but not be limited to automation, enhancements, possible system errors, etc.
- Knowledgeable of all COBRA rules and regulations and ensure that each staff member is properly trained in such. Verify accuracy for current COBRA rules and regulations for each fund.
- Minimum 2 years of supervisory experience in a call center environment, preferably in the healthcare industry.
- Proven ability to build and motivate high-performing teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong knowledge of HIPAA and other relevant healthcare regulations.
- Strong mathematical skills.
- Proficiency in Microsoft Office Suite and call center reporting software.
- Bachelor's degree in healthcare administration, business, or a related field preferred.
- Regular and predictable attendance is an essential function of this job.
Benefits and Compensation Package:
- 15 days Paid Time Off (PTO) during first full calendar-year of service
- 12 paid holidays
- 3 days paid bereavement
- Up to 20 days paid jury leave
- Medical, dental, and vision insurance, with option for dependent coverage
- Company-paid basic life, short-term disability, long-term disability, and AD&D insurance
- 401k with employer match
- Tuition reimbursement program
- Referral bonus for all successful full-time referrals
- Professional development opportunities
The salary for this position is $55,000 per year. Actual salary is dependent on skills, experience, education, and other business factors.
Our Culture
BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees’ successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally. We want to create a place where employees can find long-term growth and potential.
Our culture focuses on three core values:
- Collaboration: working together across 31 locations to achieve the best for the company and our clients
- Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues
- Integrity: doing what we say we will do. Upholding strong ethical and moral principles
Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.
Salary : $55,000
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