Supervisor Customer Service

3 days ago

Tampa, United States Leading Edge Administrators Full time
Job Summary:

The Customer Service Supervisor will provide employees with leadership, training and coaching for inbound/outbound calls and email inquiries. This role will have a clear understanding of people and performance management, business processes along with a thorough understanding of customer needs. This position will motivate team members to provide the best possible service.

Duties and Responsibilities:
  • Manage a team of Customer Service Representatives (CSRs) and provide direction for day-to-day operations of the call center. Act as a visible, approachable subject matter expert interacting regularly with each team member.
  • Monitor email and inbound/outbound call volumes, queues and KPIs to identify trends and to allocate resources appropriately. Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts.
  • Analyze and report call center metric data and recommend procedures to ensure customer satisfaction and improve performance.
  • Create, edit, and clearly communicate documentation that serves as resource and reference material. Disseminate all updates.
  • Ensure team members are knowledgeable and compliant with departmental procedures; provide initial and ongoing training.
  • Conduct feedback sessions at least monthly to reviews metrics, performance and quality based on monitoring of calls/mailboxes.
  • Participate in hiring and training of team members. Introduce and onboard new staff members.
  • Host team meetings to review team performance, company initiatives and departmental goals.
  • Develop short and long-term recognition programs to motivate and reward performance. Motivate and encourage direct reports through positive communication and feedback. Coach and correct as needed.
  • Handle escalated issues and guide representatives through difficult calls/issues.

Requirements

Required Knowledge, Skills and Abilities:
  • Associates degree or equivalent experience
  • 3 years of experience in a supervisory role in a call center, preferably in a healthcare or healthcare TPA role where HIPAA and HITECH standards are utilized.
  • Working knowledge of claims, claims processing and health insurance.
  • Knowledge of agent monitoring software
  • Experience with benefit administration platforms such as Javelina preferred.
  • Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers
  • Support shifts that range from 8 am - 8 pm; later hours will be required.
  • Solid working knowledge of standard computer applications including MS Word, Excel Outlook, and PowerPoint
  • Ability in using a computer which includes expert keyboard and navigation skills and learning new programs.
  • Communicate clearly and professionally with internal and external customers.
  • Work effectively as part of a team to achieve established outcomes. Understand other's roles and empower one another to take responsibility to be successful. Demonstrate a collaborative interaction with peers to reach a common goal.
  • Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers.
  • Pay close attention to detail in all aspects of the job.
  • Make decisions using available resources and sound judgment
  • Maintain confidentiality and discretion.
  • Identify and resolve problems in a timely manner, gather and analyzes information skillfully.
  • Teach, coach, and counsel associates by effectively communicating and providing follow-up.
  • Open to other's ideas and exhibits a willingness to try new things.
  • Demonstrate accuracy and thoroughness; monitor work to ensure quality.
  • Prioritize and plan work activities to use time efficiently.
  • Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events.
  • Follows instructions, responds to direction, and solicits feedback to improve.
  • Act in such a way to instill trust from management, other associates, as well as customers.

Physical Demands - The physical demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.
  • Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
  • Constant: Specific vision abilities required by this job include close vision requirements due to computer work for full shift
  • Occasional: Lift and/or move up to 10 pounds
  • Constant: Regular, predictable attendance is required
  • Constant: While performing the duties of this job, the employee is regularly sitting for the full shift.

Work Environment - The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.

  • The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.

The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.Learn More

  • Supervisor Customer Service

    2 weeks ago

    Tampa, United States Leading Edge Administrators Full time

    Job Summary:The Customer Service Supervisor will provide employees with leadership, training and coaching for inbound/outbound calls and email inquiries. This role will have a clear understanding of people and performance management, business processes along with a thorough understanding of customer needs. This position will motivate team members to provide...

  • Customer Service

    23 hours ago

    Tampa, United States Elite Full time

    Join Our Dynamic and Energetic Customer Service Team!About Us:We are a rapidly growing company seeking enthusiastic and driven individuals to join our vibrant Customer Service team. As part of our exceptional team, you will have the opportunity to grow professionally while enjoying financial rewards and advancement opportunities based on performance. Our...

  • Service Operations Supervisor

    2 weeks ago

    Tampa, Florida, United States ABM Industries Full time

    At ABM Industries, we offer a competitive salary of $85,000 - $110,000 per year for our Service Operations Supervisor role.About the JobThe Service Operations Supervisor is responsible for overseeing daily operations and ensuring optimal performance. This involves directing staff to accomplish daily tasks, scheduling staff to ensure proper coverage, and...

  • Customer Service Supervisor, Call Center

    4 weeks ago

    Tampa, United States Ultimate Staffing Full time

    Our customer is a national claims administration company and they are growing here in Tampa Bay. The Call Center Customer Service Supervisor will provide employees with leadership, training and coaching for inbound/outbound calls and email inquiries. This role will have a clear understanding of people and performance management, business processes along with...

  • Customer Service Analyst

    6 months ago

    Tampa, United States Hillsborough County Full time

    Salary:  Min - $35,796.80 Mid - $49,795.20 Max - $63, 772.80 Job Overview This position is responsible for resolving escalated, advanced, or complex customer service trends or issues in call centers, offices, and intake areas. Responsibilities include collection of customer feedback, analyzing data, and creating reports for the customer contact...

  • Customer Service Representative

    3 days ago

    Tampa, United States Viralstyle Full time

    Viral Style is a crowdfunding e-commerce platform that allows anyone to create, sell, and distribute custom products worldwide. Viral Style produces and ships over a million items per year.We are looking for a Customer Service Representative to join our company. The hours for this position are Monday through Friday 9:00 AM-5:00 PM. The Customer Service Rep...

  • Customer Service Representative

    23 hours ago

    Tampa, United States Viralstyle Full time

    Viral Style is a crowdfunding e-commerce platform that allows anyone to create, sell, and distribute custom products worldwide. Viral Style produces and ships over a million items per year.We are looking for a Customer Service Representative to join our company. The hours for this position are Monday through Friday 9:00 AM-5:00 PM. The Customer Service Rep...

  • Customer Service Representative

    6 months ago

    Tampa, United States Viralstyle Full time

    Viral Style is a crowdfunding e-commerce platform that allows anyone to create, sell, and distribute custom products worldwide. Viral Style produces and ships over a million items per year. We are looking for a Customer Service Representative to join our company. The hours for this position are Monday through Friday 9:00 AM-5:00 PM. The Customer Service Rep...

  • Slot Floor Supervisor

    2 weeks ago

    Tampa, Florida, United States Seminole Hard Rock Hotel & Casino Full time

    Job Description:Seminole Hard Rock Hotel & Casino is seeking a highly motivated and customer-focused Slot Floor Supervisor to join our team. As a Slot Floor Supervisor, you will be responsible for ensuring exceptional guest service and satisfaction in the slot department.Responsibilities:Supervise the operation of slot machines and ensure compliance with...

  • Customer Service Leadership Specialist

    2 weeks ago

    Tampa, Florida, United States Leading Edge Administrators Full time

    Job SummaryThe Customer Service Supervisor role at Leading Edge Administrators involves leading a team of customer service representatives and providing direction for day-to-day operations of the call center. This position requires strong leadership skills, excellent communication abilities, and a thorough understanding of customer needs.Key...

  • Customer Service

    1 week ago

    Tampa, United States D & D GARAGE DOORS Full time

    Position Customer Service / Scheduler Description Full-Time w/ benefits Monday - Friday 8:00 AM - 5:00 PM Essential Job Duties: Schedule residential service calls or installation of garage doors for technicians Answer phones and take incoming requests for scheduling. Enter new installs/service calls into Southware/Traverse scheduling board. Monitor...

  • Customer Service Representative

    21 hours ago

    Tampa, United States TEKsystems Full time

    Customer Service Representative HYBRID - office located in Tampa, FL Pay Rate: $18/hr+ Anticipated Start Date: 1/6/2025 Schedule: 7:30am-4:30pm or 8am-5pm EST Description Responsible for operating data entry devices, such as a keyboard or computer, to verify and input data. Day-to-day Responsibilities: + Read source documents such as canceled...

  • Customer Service Representative

    2 weeks ago

    Tampa, Florida, United States Southern Glazer's Wine & Spirits Full time

    Company OverviewSouthern Glazer's Wine & Spirits is a leading distributor of beverage alcohol in North America, proud to be a multi-generational, family-owned company.We have a proud history of consistently delivering impeccable service in 44 states, plus the District of Columbia, and Canada. It's all made possible by our employees.Our careers focus on...

  • Customer Service Tech

    2 weeks ago

    Tampa, United States D.R. Horton Full time

    *D.R. Horton, Inc., the largest homebuilder in the U.S.,*was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers...

  • Customer Service Valet Attendant

    2 weeks ago

    Tampa, Florida, United States Evolution Parking & Guest Services Full time

    About UsEvolution Parking & Guest Services is a leading provider of specialized valet parking and front door services for top hotels and resorts nationwide. We pride ourselves on delivering exceptional guest experiences, thanks to our dedicated team members.The RoleWe are seeking a highly motivated Customer Service Valet Attendant to join our team. As a...

  • Customer Service Representative

    2 weeks ago

    Tampa, Florida, United States Sir Speedy Full time

    Are you looking for a rewarding career in customer service?Sir Speedy, a leading communications business with 50 years of professional experience, is seeking an experienced Delivery Driver/Shop Helper to join our team.The successful candidate will be responsible for:Coordinating with the production team to schedule deliveries and pick-upsDriving vehicles to...

  • Tier 1 Customer Service Representative

    3 months ago

    Tampa, United States Dex Imaging Full time

    Description JOB SUMMARY The Tier 1 Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products as well as communicating effectively with team members within the customer service department. This position talks to customers and...

  • Customer Service Representative

    23 hours ago

    Tampa, United States TEKsystems Full time

    Our client, a leading North American manufacturer of HVAC equipment, is looking to add a Data Entry Associate to their Tampa, FL office. Description Summary: Responsible for operating data entry devices, such as a keyboard or computer, to verify and input data. Major Job Duties and Responsibilities: - Read source documents such as canceled checks, sales...

  • Customer Service Representative

    21 hours ago

    Tampa, United States TEKsystems Full time

    Description Summary: Responsible for operating data entry devices, such as a keyboard or computer, to verify and input data. Major Job Duties and Responsibilities: - Read source documents such as canceled checks, sales reports, or bills, and enter data in specific data fields or onto tapes or disks for subsequent entry, using keyboards or scanners. -...

  • Customer Service Representative

    3 weeks ago

    Tampa, United States Community Choice Financial Family of Brands Full time

    Job DescriptionOverview: As a Customer Service Representative, you will use your love for business, people, and the community coupled with your passion for customer service to build relationships. You will serve as a vital contributor to our Store Operations team and demonstrate your motivation by seizing learning and training opportunities to help launch...