drjobs Customer Care Supervisor

Customer Care Supervisor

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1 Vacancy
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Job Location drjobs

Columbus - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

About Beam:
Beam was founded in 2012 by three engineers who saw the opportunity to modernize the dental benefits industry using technology. Today Beam Benefits is a digitallyled employee benefits company that offers dental vision life disability and supplemental health coverage. The company simplifies and modernizes the $100 billion ancillary benefits industry through its leading dental insurance product breadth of ancillary benefits AIpowered underwriting diversified distribution channels and next generation benefits administration technologicallydriven customer experience.


The Role:
As a Customer Care Supervisor you will be responsible for ensuring our stakeholders receive delightful and differentiating service. You will work closely with the Customer Care Representatives to ensure they receive the proper coaching and development needed to offer this service on a consistent basis while meeting all OKRs KPIs and SLAs. Your role as the Customer Care Supervisor will focus on understanding and managing the Customer Care Departments resources to exceed results while also working to improve the efficiency of the department.

What You Will Bring:
You are a customer focused detailed organized individual who can hire coach and develop a world class team. You thrive in a team environment display critical thinking skills and the ability to problemsolve while providing superior customer care. You can prioritize your work and adapt quickly to the changing needs of the team doing whatever it takes to help the Customer Care Department meet and exceed results.

Joining Beam Benefits Means:

    • Working in a complex and dynamic business simultaneously serving customersacross employee benefits insurance product lines and growth and service channels
    • Collaborating with a diversely skilled team to continuously improve
    • Being empowered as an owner and expert
    • Being motivated by improving how people access employee benefits

What Skills Will Help You Be Successful:

    • Experience in hiring and managing a team specialized in exceptional customer service for both internal and external customers
    • Coaching and mentoring skills to develop team members strengths and address areas for improvement
    • History of exceeding individual and team goals and metrics
    • Significant experience of exceptional customer service including investigating and resolving complex issues including customer complaints
    • Ability to lead a team with an emphasis on empathy and emotional intelligence
    • Experience in developing and executing customer service strategies that align with company goals
    • Knowledge of JIRA Confluence Zendesk Ujet and/or other knowledgebase or project management tools
    • Excellent analytical and organizational skills and the ability to balance many competing priorities at once
    • Proven ability to foster a customerfirst culture within a team
    • Demonstrated ability to think critically and make datadriven decisions to resolve issues efficiently
    • Ability to thrive in a fastpaced dynamic and sometimes chaotic environment
    • Experience leading teams through change and scaling processes in a growing or evolving environment

What You Will Do:

    • Hire manage and hold accountable the Customer Care team members to ensure the team has the support to offer delightful and differentiating customer service to all of our stakeholders
    • Design and implement ongoing training programs to ensure the team is up to date on product knowledge tools and customer service best practices
    • Regularly conduct call listening sessions and audits of customer interactions (phone email chat etc. to ensure adherence to company quality standards and customer service excellence
    • Provide coaching feedback and complete QA scorecards to identify areas for improvement reinforce best practices and maintain consistency in delivering exceptional customer experiences while achieving the departments OKRs SLAs and KPIs
    • Assist with phone calls and emails/chat as needed to maintain or improve service levels
    • Serve as the point of contact for complex or escalated issues ensuring timely and satisfactory resolution
    • Monitor service channels throughout the day ensuring Customer Operations achieves all SLAs OKRs and KPIs
    • Leverage current analytics to look for opportunities to improve overall operation and team capabilities to enable the success of your team
    • Have superior knowledge of Beam Benefits products and services and proactively address questions from the internal team; consistently sharing best practices and technical knowledge with the Customer Care team
    • Identify improvements to streamline our processes and/or request resources (when appropriate) to support those improvements
    • Use judgment to find creative solutions to assist the Customer Care team in providing resolution to customer issues that fall outside the standard guidelines
    • Identify trends in knowledge gaps and provide additional education or content to support the team
    • Work crossfunctionally with other teams to identify opportunities for improving customer experience and operational efficiency
    • Foster a positive and collaborative work environment to enhance employee engagement retention and performance
    • Perform other duties/projects as assigned
$61200 $97800 a year

The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidates jobrelated knowledge skills and experience among other relevant factors. This range does not include an estimated value for any benefits bonus or other incentives that may be applicable based on position.
Compensation and Benefits:
Beam offers a competitive base salary paired with an attractive variable compensation structure.
Employees benefit from performancebased bonuses and incentives along with a comprehensive benefits package that includes health dental and vision insurance. Additionally Beam provides a 401(k) plan with company matching flexible time off and the opportunity to participate in the equity program.

The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidates jobrelated knowledge skills and experience among other relevant factors. This range does not include an estimated value for any benefits bonus or other incentives that may be applicable based on position.

Required Experience:

Manager

Employment Type

Full-Time

Company Industry

About Company

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