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.
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.