Customer Service Supervisor

 

 

Title:  Customer Service Supervisor

Dept:  Insurance Services

Location: Radnor, PA

Reports to:  Insurance Services Manager

FLSA Status: Non-Exempt

 

Responsibilities:

Provide daily supervision of the HTH Worldwide Customer Service areas whose responsibilities include responding to inbound product, enrollment, sales and claims inquiries received via telephone, internet, fax and mail during the department?s normal business hours, Monday ? Friday, 8:30 am to 7 pm.  The incumbent is responsible for ensuring a high level of customer service/satisfaction and departmental employee productivity and training.

 

Duties include, but are not limited to:

? Adherence to service quality standards as set by manager;

? Reviews customer complaints regarding service to ascertain cause of complaint and resolution;

? Determines staff hours, number of personnel, and parts and equipment required for call center;

? Studies and standardizes procedures to improve efficiency of phone representatives;

? Determines work procedures and expedites workflow;

? Issues written and oral instructions;

? Maintains harmony among workers and resolves grievances;

? Prepares composite reports from individual reports of representatives;

? Develop customer service help desk/information repository;

? Prepare and provide regular trainings on customer service skills

 

Knowledge and Skills Desired:

? Ability to organize and manage workflow;

? Superior problem solving abilities;

? Operate standard call center management equipment (ACD manager)

? Familiar with personal computer and Microsoft Office Products.

 

Work Experience:

Minimum - three years customer service supervisory/managerial experience in a call center.  Experience working for a third party administrator or health insurance company desireable. 

 

Education:

Bachelor?s degree.

 

Language Skills:

Must speak and write fluent, professional English.  Foreign language capabilities are desirable.

 

Qualifications: 

To perform this job successfully, the individual must be able to perform each essential duty in a superior manner. The requirements listed are representative of the knowledge, skill, and/or ability needed to be successful in the position.

 

Work Environment: 

Non-smoking office suite of 55 employees.  Friendly, tight-knit group who truly enjoy working with each other.