Overnight Customer Service Supervisor

Why work with us?

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

Employees enjoy a plethora of benefits to include:

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

Job Summary:

Reports to the Operations Manager, CSD/Lead Customer Service Supervisor. The Customer Service Supervisor provides initial and ongoing training to Customer Service Representatives. The position also assists representatives in providing excellent customer service and handles any escalated calls that arise. This position will supervise a team of up to 15 Customer Service Representatives. Works in collaboration with CSD Leadership and Account Managers while providing direction, leadership, coaching, and mentoring to the assigned Team.

Responsible for performance management of assigned team members; ensures that work is distributed equitably amongst team members; Instructs and guides the assigned team and manages daily tasks related to active and past cases according to Client Specific Procedures. Is accountable for the efficiency and quality assurance of procedures. Is responsible for general oversight of the Team’s performance and adherence to Company Policy. Approves and/or denies all requests for time-off as permitted under Company Policy with agreement of Operations Managers or Director.

Requirements:

• Minimum 2 years’ experience in a current Customer Service Department (CSD), or equivalent call center environment within the industry.
• Prior knowledge and experience in healthcare, insurance, and multi-lingual Assistance/Call Center environments.
• Prior experience in ISO or other Quality Assurance Management programs is highly desired.
• Excellent verbal and written communication skills and ability to manage and prioritize tasks.
• Excellent presentation and training skills.
• Excellent motivational and problem-solving skills.
• Multilingual with excellent English language skills.
• Excellent interpersonal skills necessary to interact positively with clients, providers, and internal staff. Must represent the organization in a professional and knowledgeable manner.
• Advanced knowledge of medical terminology and the US healthcare system.
• Essential computer skills: MS Office (Word, Excel, Power Point and Outlook), advanced typing skills and Internet research.
• Strong time management: Ability to prioritize duties and manage workload in an effort to complete all duties in a timely manner.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to apply concepts of basic algebra and geometry to tasks such as reporting and testing.
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
• Ability to read and interpret documents