Supervisor, Customer Service, CSF (Remote)

American Specialty Health Incorporated is seeking a Supervisor-Customer Service to join our Customer Service Fitness (CSF) department. This position will supervise staff and provide expertise and customer service support on a wide variety of inquiries to your team and customers. Ensuring issues are handled properly and in accordance with ASH Policy and Procedures. Monitoring department goals according to ASH Performance Standards.

Salary Range

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $45,000 Full-Time Annual Salary.

Salary Range

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $45,000 Full-Time Annual Salary.

Remote Worker Considerations:

Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).  

Responsibilities

• Supervises staff and monitors performance.
• Supervises staff in daily operations.
• Provides coaching, counseling and training of staff.
• Prepares annual performance evaluations to be delivered timely.
• Performs quality review on recorded calls according to call center procedures.
• Meet with each staff member on a monthly basis to review overall performance.
• Conduct team meeting at least monthly, to provide updates and team building activity.
• Educate staff on all policies and procedures.
• Interview and make recommendations for open positions in the call center.
• Maintain scheduling, timecards, and related reports.
• Ensure calls are answered in a timely manner by monitoring calls on ACD system.
• Monitor all queues according to ASH Performance Standard goals.
• Work closely with management to achieve team and department goals.
• Performs necessary research, resolving issues and responds to inquiries from internal and external customers.
• Researching and resolving the issues of escalated calls.
• Taking calls requiring assistance from a supervisor.
• Assist staff by silent monitoring call and taking over if needed.
• Research issues thoroughly by interfacing with Manager or other departments, etc.
• Assist in updating and implementing Policies and Procedures as needed.

Qualifications

• High School diploma required.
• 2-4 years of progressive experience performing customer service required.
• Lead or supervisory experience in a call center environment required.
• Health Care or Health Insurance experience preferred.
• Knowledge of Microsoft Office (Word/Excel/Outlook) required.
• Experience with a Workforce Management tool preferred.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements