The job below is no longer available.
You might also like
in Omaha, NE
$45,000Verified per year Jimmy John's • 2h agoJust posted Urgently hiring 6.4 mi Use left and right arrow keys to navigate- $14
est. per hour Express Employment Professionals • 6h agoUrgently hiring 3.9 mi Use left and right arrow keys to navigate - $15
Verified per hour Express Employment Professionals • 6h agoUrgently hiring 3.9 mi Use left and right arrow keys to navigate - $30
est. per hour XPO • 6h agoUrgently hiring 17.6 mi Use left and right arrow keys to navigate - Up to $50
Verified per hour Christian Brothers Automotive • 2h agoUrgently hiring 8.2 mi Use left and right arrow keys to navigate
Customer Service Supervisor
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Omaha, Nebraska |
About this job
POSITION SUMMARY
The Customer Service Supervisor is responsible for the development, coaching, recognition, and evaluation of a team of Customer Service Representatives. The team is focused on providing outstanding service to our providers which requires accuracy, efficiency, and strong communication skills from every representative. As a leader, the Supervisor engages the team to successfully meet site and all up metrics and focuses on solving escalated issues. Supervisors are also active in multiple projects at the site and national level.
Fundamental Components of the Customer Service Supervisor include, but are not limited to:
We are looking for a highly motivated candidate who possesses strong leadership skills and who takes initiative to continually improve performance of team and self. The candidate must be flexible to adapt to change and take ownership for leading the team through change.
The job requires the following:
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
- Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly, mid-year and annual scorecards.
- Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services.
- Clearly identifies what must be accomplished for successful completion of business objectives.
- Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Remove barriers to job performance and ensures regulatory compliance.
- Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team.
- Acts as liaison between staff and other areas, including management, all segments, all business areas, etc., communicating workflow results, ideas, and solutions.
- Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, and Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
- 2+ years experience leading a claim/customer service team.
- Proven successful leadership experience.
- Proven ability to manage multiple competing priorities in a fast paced dynamic environment with a focus on metrics and deadlines.
- Experience with claim/call center environment.
EDUCATION
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
LICENSES AND CERTIFICATIONS
Customer Service/Associate Customer Service Specialist is desired
Management/AETNA Management I is desired
Leadership/Aetna Performance Management Certification is desired
Communications/Aetna Certified Communicator WTB is desired
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years
Functional - Management/Management - Customer Service/1-3 Years
Functional - Communications/Management: < 25 employees/1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Call Management/CMS/1-3 Years/End User
Technical - Desktop Tools/Microsoft Explorer/1-3 Years/End User
Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User
Technical - Desktop Tools/Microsoft Word/1-3 Years/End User
REQUIRED SKILLS
General Business/Communicating for Impact/ADVANCED
General Business/Maximizing Work Practices/ADVANCED
Leadership/Engaging and Developing People/ADVANCED
DESIRED SKILLS
Leadership/Collaborating for Results/ADVANCED
Leadership/Developing and Executing Strategy/ADVANCED
Leadership/Driving Change/ADVANCED
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Management
The Customer Service Supervisor is responsible for the development, coaching, recognition, and evaluation of a team of Customer Service Representatives. The team is focused on providing outstanding service to our providers which requires accuracy, efficiency, and strong communication skills from every representative. As a leader, the Supervisor engages the team to successfully meet site and all up metrics and focuses on solving escalated issues. Supervisors are also active in multiple projects at the site and national level.
Fundamental Components of the Customer Service Supervisor include, but are not limited to:
We are looking for a highly motivated candidate who possesses strong leadership skills and who takes initiative to continually improve performance of team and self. The candidate must be flexible to adapt to change and take ownership for leading the team through change.
The job requires the following:
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
- Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly, mid-year and annual scorecards.
- Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services.
- Clearly identifies what must be accomplished for successful completion of business objectives.
- Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Remove barriers to job performance and ensures regulatory compliance.
- Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team.
- Acts as liaison between staff and other areas, including management, all segments, all business areas, etc., communicating workflow results, ideas, and solutions.
- Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, and Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
- 2+ years experience leading a claim/customer service team.
- Proven successful leadership experience.
- Proven ability to manage multiple competing priorities in a fast paced dynamic environment with a focus on metrics and deadlines.
- Experience with claim/call center environment.
EDUCATION
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
LICENSES AND CERTIFICATIONS
Customer Service/Associate Customer Service Specialist is desired
Management/AETNA Management I is desired
Leadership/Aetna Performance Management Certification is desired
Communications/Aetna Certified Communicator WTB is desired
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years
Functional - Management/Management - Customer Service/1-3 Years
Functional - Communications/Management: < 25 employees/1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Call Management/CMS/1-3 Years/End User
Technical - Desktop Tools/Microsoft Explorer/1-3 Years/End User
Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User
Technical - Desktop Tools/Microsoft Word/1-3 Years/End User
REQUIRED SKILLS
General Business/Communicating for Impact/ADVANCED
General Business/Maximizing Work Practices/ADVANCED
Leadership/Engaging and Developing People/ADVANCED
DESIRED SKILLS
Leadership/Collaborating for Results/ADVANCED
Leadership/Developing and Executing Strategy/ADVANCED
Leadership/Driving Change/ADVANCED
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Management
Your Privacy Choices