Join arenaflex, a leading digital health company, as we revolutionize the way people manage their health and wellness. Our comprehensive and data-driven virtual health platform is designed to help individuals, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. At arenaflex, we believe that everyone deserves access to high-quality care, and we're committed to making it more accessible and affordable for all.
As a Customer Service Manager at arenaflex, you'll play a critical role in maintaining effective internal support for our contact center teams. You'll utilize your knowledge of our products and services, as well as your past experience in call center operations, to drive business results and improve performance. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you.
**Job Summary:**
The Customer Service Manager will be responsible for maintaining effective internal support for contact center teams assigned to arenaflex Health Data Services. This role requires a strong understanding of our company's products and services, as well as excellent communication and leadership skills. The ideal candidate will be culturally aligned with arenaflex's values of Servant Leadership, Family, arenaflex People Give Back, Compassion, Accountability, and Respect.
**Key Responsibilities:**
* Manage day-to-day operations of Contact Center Support Services teams for Health Data Services campaigns
* Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
* Identify support needs by consulting with stakeholders and using needs assessments
* Attend to escalated customer service issues and ensure effective and long-term problem resolution
* Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
* Establish workflows, best practices, and standards to ensure that ongoing support is provided to contact center staff
* Track and monitor daily team workloads to ensure client and operations expectations are met
* Manage and meet project implementation targets for timeliness, customer success metrics
* Serve as a trusted advisor and subject matter expert to department leadership
* Provide staff direction in analyzing and resolving escalated operational problems
* Build strong relationships with other departments and teams to support existing and new business development opportunities
* Conduct interviews and make selections to fill open roles within assigned Customer Service teams
* Energize and motivate teams by utilizing positive reinforcement and support methodologies
* Provide coaching, training, professional development, and performance management to assigned staff
* Ensure compliance with regulatory requirements impacting customer support function
**Qualifications:**
* 3+ years of contact center supervision or management experience
* Bachelor's degree preferred
* Experience in customer service with excellent communication skills
* Extremely organized and detail-oriented
* Strong understanding of business goals and standards for customer service
* Ability to communicate effectively with senior management and other departments
* High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
* Effective problem-solving skills
* Microsoft Dynamics software experience a plus
* Previous experience in a medical setting helpful
**What We Offer:**
* Competitive salary and benefits package
* Opportunity to work with a leading digital health company
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Flexible remote work arrangement
* Recognition and rewards for outstanding performance
**About arenaflex:**
arenaflex is a leading digital health company that helps people manage their health and wellness. Our comprehensive and data-driven virtual health platform is designed to help individuals, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. At arenaflex, we believe that everyone deserves access to high-quality care, and we're committed to making it more accessible and affordable for all.
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other non-merit factor.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information].