What are the responsibilities and job description for the Supervisor, Customer Service position at Heathos LLC?
About Heathos
Heathos is transforming the healthcare insurance landscape through a connected, data-driven ecosystem that simplifies complexity and drives long-term success. Built on trust, innovation, and integrity, we provide technology, services, and insights that support agencies, carriers, and members at every stage. Our family of brands—FirstEnroll, AdminOne, and SonicMarketing—works together to streamline operations and deliver a seamless insurance experience.
About the Role
The Customer Service Supervisor plays a crucial role in ensuring that our customers receive exceptional service and support. This position is responsible for overseeing the daily operations of the customer service team, ensuring that all inquiries and issues are addressed promptly and effectively. The supervisor will implement training programs to enhance team performance and foster a positive work environment. Additionally, they will analyze customer feedback and service metrics to identify areas for improvement and develop strategies to enhance customer satisfaction. Ultimately, the goal of this role is to lead a high-performing team that consistently meets and exceeds customer expectations.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a customer service role, with at least 2 years in a supervisory position.
- Strong communication and interpersonal skills.
Preferred Qualifications:
- Bachelor's degree in business administration or a related field.
- Experience with customer service software and CRM systems.
- Bilingual proficiency in English and another language.
Responsibilities:
- Supervise and mentor customer service representatives to ensure high-quality service delivery.
- Monitor team performance metrics and provide regular feedback to team members.
- Handle escalated customer inquiries and resolve complex issues in a timely manner.
- Develop and implement training programs to enhance team skills and knowledge.
- Collaborate with other departments to improve overall customer experience and service processes.
Skills:
The required skills for this role include strong leadership abilities, which are essential for guiding and motivating the customer service team. Effective communication skills are utilized daily to interact with team members and customers, ensuring clarity and understanding in all exchanges. Problem-solving skills are critical for addressing customer issues and finding effective solutions quickly. Additionally, analytical skills are employed to assess performance metrics and customer feedback, driving continuous improvement initiatives. Preferred skills, such as proficiency in CRM systems, enhance the supervisor's ability to track customer interactions and streamline service processes.