As a Customer Support Agent you will answer telephone calls for a health insurance affiliate. You will work to help answer questions and resolve issues related to health insurance policies, claims, denials, etc. You will use problem solving skills, and advocate for members in a friendly and efficient manner. Your Day-to-day Will Involve Answering a high volume of incoming phone calls Determine member needs and provide appropriate solutions Use multiple computer programs simultaneously on multiple screens while on the phone Use problem solving and critical thinking skills to resolve concerns Some Things We Consider Critical For This Role Healthcare and/or insurance industry experience is preferred Commitment to customer experience and providing the right support for our members Passion for learning - we will train you! Time management and organizational management skills Strong analytical abilities and problem-solving skills to resolve issues Ability to adapt and work well under pressure in a fast-paced environment with frequently changing priorities Great computer navigation skills Ability to work independently and as part of a team Ability to multi-task handling customer concerns and navigate through resources simultaneously Excellent written and verbal communication skills English fluency is a requirement Must haves for the job 18 Years of age or older High School Diploma or equivalent Customer service experience
Position Overview The Team Supervisor is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment. The supervisor position is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance management and appraisal of work groups in accordance with the organization's policies and applicable legal requirements. Supervisors will perform related work as required. Duties And Responsibilities Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team Track and take action on personnel and payroll issues. Conduct performance appraisals as required. Maintain accurate, current and consistent documentation on direct reports. Review productivity statistics on a daily basis and provide constructive feedback. Provide Subject Matter Expertise. Ensure training needs of subordinates are met. Successfully complete all client related training and continually update agents. Resolve escalated customer issues. Hold team meetings on a regular basis with direct reports. Communicate all process and client changes to direct reports within a timely manner Promote the use of all center communication tools. Administer Recognition and Rewards programs in accordance with organization's guidelines. May perform other additional duties and responsibilities as assigned Qualifications Prior Call Center Experience is highly preferred, ideally in a leadership role Management Experience COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT Opporunity Sembridge is proud to be an equal employment opportunity employer. Business activities including, but not limited to, hiring, promotion, and compensation are conducted in compliance with all applicable laws and without regard to race, color, ethnicity or national origin, gender, age, marital status, religion, political or union affiliation, sexual orientation, gender identity, disability status, pregnancy, genetics, veteran status, or any other basis protected by law