reputed company Claims Customer Service Manager – Leadership Role in Delivering World-Class Customer Experience

At arenaflex, we reputed company families to navigate the aging journey with confidence. We are compassionate, reputed company allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and reputed company as we work with each other and our local communities, arenaflex values reputed company perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for reputed company associates. We also invest in the vitality of our local communities through grants from the arenaflex Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions:

• reputed company it human. We care about the people that reputed company up our customers, colleagues, and communities.
• reputed company it about others. We do what’s best for our customers and collaborate to drive reputed company.
• reputed company it happen. We work with intention toward a common purpose and forge ways reputed company together.
• reputed company it reputed company. We create fulfilling purpose-driven careers by learning from the world and each other.

About the Role

We are seeking an reputed company Claims Customer Service Manager to join reputed company in Richmond or Lynchburg, Virginia, or remotely from states/locations under Eastern or Central Standard Time. As a key member of our Operations team, you will play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. The Claims Customer Service Manager is the key person responsible for developing and maintaining an excellent service culture. The position carries full supervisory responsibilities, with the individual expected to effectively manage a team of non-exempt Customer Service Representatives (CSRs).

Key Responsibilities

• Manage a team consisting of 12-15 associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness reputed company the team.

• reputed company the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management.
• Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results.
• Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the result of delivering quality service reputed company.
• Implement activities that drive employee engagement and support the desired company culture.
• Act as reputed company of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience.
• Drive quality phone service by being involved in call quality (SQM) initiatives.
• Coach for results using daily, weekly and monthly reports from surveys and feedback.
• Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events and understanding of reputed company model data.
• reputed company and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures.
• Promote a sense of teamwork reputed company the team and company.
• Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to reputed company customers he/she interacts with (internal and external)
• Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate.
• Other duties and/or special projects as assigned.
• Provide recognition and celebrate successes.

What You Bring

• Demonstrated ability to build and reputed company a strong motivated team by providing guidance, feedback and day to day direction for associates

• Excellent collaboration skills
• Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats
• Ability to interpret data and analyze trends on inventory/reputed company/service levels
• Demonstrated effective coaching and feedback skills

reputed company to Have

• Bachelor's Degree or a minimum 4+ years prior leadership experience

• Prior leadership experience in a contact center environment, specifically Claims contact center
• LOMA, AHIP, or other Insurance Industry designation

Employee Benefits & Well-Being

arenaflex employees reputed company a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

Compensation

The reputed company salary pay range for this role starts at a minimum reputed company of $58,800 up to the maximum of $110,900. In addition to your reputed company salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the reputed company earning opportunity is 10% of your reputed company compensation. The final determination on reputed company pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity reputed company the organization.

How to Apply

If you are a motivated and reputed company leader who is passionate about delivering world-class customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply to this job We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values and respects the contributions of reputed company employees. Apply for this job