Customer Service Supervisor - Chicago, IL

Summary: This position supervises a team of employees and works closely with them and CDHP customers and brokers directly to provide a high level of customer service. Provides ongoing support, training, performance metrics, coaching and performance reviews for the team on a regular basis.  Works closely with each team member to identify opportunities for performance improvement and provides recognition for improved or exceptional performance.  Works closely with the Manager to address issues related to the team.  Stays positive and focused at all times and works with the team to maintain a positive spirit.  This position will also be the subject matter expert for the team with respect to carrier and technology platforms.  Position will also work closely with carrier partners and builds solid working relationship with all carriers.

 

This position will also provide some sales support in the form of demonstrations and may handle some account relationships.

 
Key responsibilities include:
 
Manages and monitors customer service queue’s for phone, emails and fax inquiries to ensure accurate and timely responses.  Answers customer service calls and emails as part of daily responsibilities. Provides support to other team members. Handles general and escalated customer service issues and communicates with customers as needed until resolved. Coordinates with internal departments as necessary to support business needs.

 

Demonstrates professional behaviors for others to follow (leads by example).  Supervision responsibilities include:

 

Customer Service: 

  • Interviewing and new hire orientation.
  • Determining work procedures, overseeing work assignments, and expediting workflow.
  • Initiating and monitoring progress of department projects to keep on schedule and meet deadlines.
  • Completes annual and semi-annual performance reviews. Provides ongoing performance feedback.
  • Reviews service calls and emails monthly to provide support, feedback and coaching with a goal of improving and enhancing service levels. 
  • Counseling, disciplining as required and rewarding employees.
  • Provides monthly individual and team reports, reviews team performance regularly to ensure performance and production goals are being met.  Reviews and updates metrics and implements corrective actions to ensure that service performance goals are met.
  • Keeps manager and other key staff informed of issues impacting team
  • Manages customer service phone queues, faxes and emails to ensure accurate and timely responses. Answers customer service calls and assists with daily team responsibilities in order to ensure the team goals are met.
  • Provides back-up support for other areas within the team such as renewals, new business, claims, system adjustments, COBRA administration and more.
  • Monitors and audits all areas of team responsibilities including, customer calls, emails, changes, routing, etc.
  • Reviews, identifies and implements approved changes in procedures to improve customer service levels.
  • Assists with enrollment meetings and website demonstrations as needed to support renewal and new business needs.  Provides support for our various technical platforms by providing guidance to staff, brokers (and possibly employers) in how to set-up, navigate, and maintain data for pre and post-sale users.  Explain onboarding, initial case review, implementation and enrollment.
  • Answers questions from prospective customers on our capabilities, products and services as needed.
  • Works with IT and vendors to research and resolve system issues.
  • Reviews customer surveys and utilizes feedback to provide customer response, improve service levels, and share testimonials when applicable
  • Works closely with vendors to resolve issues and resolve quality issues.  Attends regular calls with vendor as needed to improve customer service.
  • Works closely with management on identifying opportunities to improve customer service.
  • Ensures the team is utilizing and updating CRM timely and accurately. 
  • Participates in special projects as needed to meet business needs. 
  • May have opportunities to serve as a direct contact and provide account management related support for select clients as needed.

 

Training

  • Conducts and coordinates training for new hires and on-going training for the team to ensure representatives are fully aware of all new information related to products, services, procedures, company policies, and clients’ and brokers’ needs.
  • Trains representatives on proper customer service etiquette for telephone calls and emails.
  • Coordinates the cross-training of representatives so that they can help support other areas within CDHP.

 

Other: 

  • Performs other duties as necessary to support business needs, including New Business, COBRA and Renewals.    
  • Stays up-to-date with our technology solutions as well as new and existing products.
 
Requirements include:
 

Education

  • High School degree with additional specialized training in health insurance benefits and database use equivalent to two years of college.
  • Bachelor’s degree preferred.

 

Experience

  • Strong proficiency with Microsoft applications, especially Outlook, Word, basic Excel and PowerPoint
  • Minimum of 3 - 5 years experience in a Customer Service or Sales Support environment with high volume phone and email communications.
  • Minimum of 2 years experience in health insurance with FSAs, HRAs, HSAs or related industry supporting different carriers
  • At least 1 year experience as a team lead or supervisor for other staff, providing training and support.
  • Familiarity with navigating and explaining database applications

 

Performance Skills

  • Excellent communication skills, both written and verbal using good spelling, ability to present to various audiences.
  • Ability to work with and learn proprietary software databases as well as new health plans
  • Ability to delegate effectively and take initiative to maintain a positive work environment. 
  • Flexible and adaptable to change. 
  • Strong motivational and team building skills. 
  • Expertise in multi-tasking, organizing and prioritizing
  • Strong attention to detail
  • Ability to master tasks and identify ways to streamline processes and procedures to continually improve efficiencies
  • Demonstrates a high level of integrity and professionalism in handling confidential data
  • Able to perform well in a team environment and have exceptional people skills
  • Demonstrated proficiency with understanding and navigating database applications
 
 
EOE
 
 

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