Supervisor, Customer Service

  • eHealth
  • Gold River, CA 95670, USA
  • Nov 09, 2017
Customer Service

Job Description

Responsibilities:

  • Coach and motivate Customer Service team members to meet and exceed performance goals.
  • Assist in the daily oversight of the Customer Service call center operations.
  • Oversee and assist with complex or escalated customer issues and enforce effective and long-term problem resolution.
  • Regularly monitor agent interactions and provide constructive feedback.
  • Reviewing daily team member reports, and provide coaching and corrective action as required to meet and exceed objectives.
  • Participate in process improvement initiatives based on customer and user experience.
  • Remain current on products and processes in a multi-product environment.
  • Assist in the selection and training of new employees within the Customer Service department.
  • Partner with the management team to align department goals with the company's objectives.
  • Establish strong relationships across departments and an understanding of customer needs, the customer experience and operational capabilities.

Qualifications:

  • BA/BS in Business or Marketing preferred; High School Diploma/equivalent required.
  • CA Life/Health Agent License preferred
  • Excellent verbal and written communication skills
  • Flexibility and willingness to receive and incorporate feedback and critiques from multiple sources
  • Leadership skills: A demonstrated ability to lead people and get results through others
  • Planning skills: An ability to think ahead and plan over a 3-9 month time span
  • Ability to manage multiple projects under strict deadlines
  • Capacity to work independently and make decisions within a cross-departmental team
  • Strong interpersonal skills with the ability to be organized and detail-oriented
  • Strong skills in MS Word, and familiarity with the MS Office suite of programs
  • 3 years minimum relevant experience required
  • College degree preferred; High School Diploma/GED required.

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