Customer Service Supervisor - Pacific Time Zone

Customer Service Supervisor

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation's leading providers of health and accident insurance products to the higher education market.

The Customer Service Supervisor provides supervision and support to the Customer Service department for health and accident lines of business for our West Coast business. The Customer Service Supervisor will provide high quality customer service while demonstrating a sense of urgency to meet customer needs. This role has several major areas of responsibility: supervision and development of Customer Service staff; monitoring daily and monthly call center performance and metrics; evaluating, delivering, and maintaining department training; resolution of complex and escalated customer interactions; and monitoring quality within the department both at the individual and department level. This position is also responsible for monitoring departmental compliance with performance guarantees, quality improvement standards, and any applicable regulatory requirements. The level of supervision performed in each of these areas has a direct effect on the quality of customer service provided to our customers.

In this role, you will…

Supervise, Train, and Develop Customer Service Staff

Maintains strong knowledge of all Wellfleet benefit plans and procedures to serve as a resource to Customer Services staff to help resolve questions and issues and assist with first call resolution

Monitors the performance, behavior, and attendance of direct reports relating to policies and procedures and provides ongoing specific feedback to improve performance

Daily Operational Functions

Identifies issues impacting a Customer Service Representative's ability to adequately provide information or assistance to members

Partners with stakeholders throughout the organization to resolve operational issues, coordinate resolution of benefit and information discrepancies, and ensure clarifications to documentation

Develops and maintains positive working relationships within Customer Service team and other departments to ensure optimum member care and satisfaction

Monitor Call Center Performance and Metrics

Ensures all systems utilized by the Customer Service team, are functioning appropriately and works with key stakeholders in the organization to resolve system issues

Monitors staffing and call volume in all queues to maintain service levels and take appropriate action to shift priorities and staff to meet service levels and performance guarantees

Participates in the calibration of Quality Assurance program

Recruiting

Partners with the Customer Service Manager to determine staffing needs

Screens resumes

Performs interviews with candidates

Onboarding and Department Wide Training Functions

Assists the Customer Service Training & Quality Supervisor with the designs and implementation of group and individual training sessions using a variety of teaching methods, including workshops, role-play and case methods

Assists the Customer Service Training & Quality Supervisor with creating, updating, and maintaining all Customer Services training materials and modules

Perform other tasks as assigned

We are looking for candidates with…

• High School Diploma and a minimum of three years' experience in health insurance in a customer service leadership role
• Ability to work until 5pm PST to meet customer needs
• Demonstrated leadership skills
• Work autonomously to meet deadlines with minimum supervision
• Ability to coach and motivate team with diplomacy and supportiveness
• Ability to manage multiple tasks with competing priorities in a fast-paced environment
• Demonstrated critical thinking skills and ability to make independent judgements
• Excellent interpersonal skills with a demonstrated ability to manage relationships with key customers – internal and external
• Skilled at positive conflict resolution with various customers
• Excellent verbal, written and interpersonal communication skills
• Demonstrated ability to work well in a team environment with a proven track record of successful management of teams
• Dedicated to providing exceptional customer service

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

General:

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer.

The annual gross base salary range is $65,000 to $75,000. This range anticipates the low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills and competencies. Salary is one component of Wellfleet's total compensation and benefits package, which includes medical, vision and dental insurance options, life and accident insurance, 401(k), and short-term and long-term disability insurance. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers.