**Experienced Medicare Customer Service Senior Supervisor – Hybrid, AZ, PA, TX – blithequark**

Join blithequark, a leading healthcare company, in a dynamic role that combines leadership, customer service, and business acumen. As an Experienced Medicare Customer Service Senior Supervisor, you will be responsible for driving customer retention results, leading a team of customer service representatives, and developing strategies to exceed customer expectations. **About blithequark** blithequark is a renowned healthcare company that is dedicated to providing innovative solutions to improve the lives of our customers. With a strong presence in the Medicare and supplemental health products market, we are committed to delivering exceptional customer service and building long-term relationships with our customers. Our company culture values teamwork, innovation, and customer-centricity, and we are looking for a talented leader to join our team. **Responsibilities** As an Experienced Medicare Customer Service Senior Supervisor, you will be responsible for the following key areas: * **Drive Customer Retention Results**: Develop and implement strategies to drive customer retention, improve customer satisfaction, and increase customer loyalty. * **Lead and Develop the Conservation Team**: Lead a team of customer service representatives, providing coaching, training, and development opportunities to ensure they have the skills and knowledge to deliver exceptional customer service. * **Focus on Quality Customer Service**: Ensure that customer service representatives meet or exceed quality standards, providing timely and effective solutions to customer inquiries and issues. * **Communicate Goals and Monitor Results**: Communicate goals and objectives to the team, monitor individual, team, and call center results, and identify areas for improvement to ensure attainment of financial and performance targets. * **Remove Barriers for Front-Line Staff**: Identify and remove barriers that prevent customer service representatives from delivering exceptional customer service, ensuring that they have the resources and support they need to succeed. * **Hire, Onboard, and Train New Agents**: Recruit, hire, onboard, and train new customer service representatives, ensuring that they have the skills and knowledge to deliver exceptional customer service. * **Manage Performance**: Manage the performance of customer service representatives, providing coaching, counseling, and feedback to ensure they meet or exceed performance standards. * **Manage Persistency Targets**: Ensure that the team meets or exceeds persistency targets, providing coaching and support to customer service representatives to achieve these goals. * **Conduct Daily Call Monitoring**: Conduct daily call monitoring to identify coaching opportunities, provide feedback to customer service representatives, and reinforce learning and development. * **Resolve Escalated Customer Issues**: Resolve escalated customer issues, providing timely and effective solutions to customer inquiries and issues. * **Lead Team through Change**: Lead the team through change, developing a positive team relationship and ensuring that customer service representatives are equipped to adapt to changing business needs. * **Motivate Employees and Create a Culture of High Employee Morale and Career Development**: Motivate employees, create a culture of high employee morale and career development, and provide opportunities for growth and advancement. **Requirements** To be successful in this role, you will need to possess the following qualifications and skills: * **High School Degree Required**: A high school degree is required, but a Bachelor's degree or equivalent work experience is highly preferred. * **Excellent Interpersonal and Relationship Management Skills**: Excellent interpersonal and relationship management skills are essential for this role, as you will be working with customer service representatives, customers, and other stakeholders. * **Excellent Oral, Written, and Presentation Skills**: Excellent oral, written, and presentation skills are required, as you will be communicating with customers, customer service representatives, and other stakeholders. * **3 or More Years of Successful Call Center Experience**: 3 or more years of successful call center experience is required, with a proven track record of decreasing operating costs in a phone-based environment. * **Understanding of Call Center Technology, Terminology, and Operating Environment**: A strong understanding of call center technology, terminology, and operating environment is essential for this role. * **Proven Track Record of Decreasing Operating Costs**: A proven track record of decreasing operating costs in a phone-based environment is required. * **Health Insurance License Required**: A health insurance license is required for this role. * **Ability to Multi-Task, Drive Results, Think Strategically, and Implement a New Business Growth Strategy**: The ability to multi-task, drive results, think strategically, and implement a new business growth strategy is essential for this role. * **2 or More Years of People Management Experience**: 2 or more years of people management experience is required. * **Extensive Background in Medicare and Other Supplemental Health Products**: An extensive background in Medicare and other supplemental health products is required. * **Experience with Upselling Customers to Another Product**: Experience with upselling customers to another product is highly preferred. * **Working Proficiency with Metrics, Measurements, Reports, and Operations**: Working proficiency with metrics, measurements, reports, and operations is essential for this role. * **Strong Organizational and Analytical Skills**: Strong organizational and analytical skills are required, resulting in conclusive recommendations. * **Expert Knowledge of Salesforce, Excel, PowerPoint, and Office Products**: Expert knowledge of Salesforce, Excel, PowerPoint, and Office products is required. **Skills and Competencies** To be successful in this role, you will need to possess the following skills and competencies: * **Leadership**: Strong leadership skills, with the ability to motivate and inspire a team of customer service representatives. * **Communication**: Excellent communication skills, with the ability to communicate effectively with customers, customer service representatives, and other stakeholders. * **Problem-Solving**: Strong problem-solving skills, with the ability to analyze complex problems and develop effective solutions. * **Analytical**: Strong analytical skills, with the ability to analyze data and develop conclusive recommendations. * **Time Management**: Strong time management skills, with the ability to prioritize tasks and manage multiple assignments in a fast-paced environment. * **Customer Service**: Excellent customer service skills, with the ability to deliver exceptional customer service and build long-term relationships with customers. **Career Growth Opportunities and Learning Benefits** As a member of the blithequark team, you will have access to a range of career growth opportunities and learning benefits, including: * **Professional Development**: Opportunities for professional development, including training, coaching, and mentoring. * **Career Advancement**: Opportunities for career advancement, including promotions and new roles. * **Learning and Development**: Access to a range of learning and development opportunities, including online courses, workshops, and conferences. * **Networking**: Opportunities to network with other professionals in the industry, including attendance at industry events and conferences. **Work Environment and Company Culture** blithequark is a dynamic and fast-paced work environment, with a strong focus on teamwork, innovation, and customer-centricity. Our company culture values: * **Collaboration**: Collaboration and teamwork are essential for success in this role. * **Innovation**: Innovation and creativity are encouraged and rewarded. * **Customer-Centricity**: Customer-centricity is at the heart of everything we do. * **Professionalism**: Professionalism and integrity are essential for success in this role. **Compensation, Perks, and Benefits** As a member of the blithequark team, you will be eligible for a range of compensation, perks, and benefits, including: * **Competitive Salary**: A competitive salary, commensurate with experience. * **Benefits Package**: A comprehensive benefits package, including health insurance, dental insurance, and vision insurance. * **Paid Time Off**: Paid time off, including vacation days, sick leave, and holidays. * **Retirement Plan**: A retirement plan, including a 401(k) match. * **Professional Development Opportunities**: Opportunities for professional development, including training, coaching, and mentoring. **Conclusion** If you are a motivated and results-driven leader with a passion for customer service and a strong background in Medicare and supplemental health products, we encourage you to apply for this exciting opportunity. Join blithequark and be part of a dynamic team that is dedicated to delivering exceptional customer service and building long-term relationships with our customers. Apply for this job