Customer Service Supervisor

BlueCross BlueShield of South Carolina•Columbia, SC

5d•Onsite

About The Position

Supervises a team of employees responsible for customer service. Description Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 4101 Percival Rd, Columbia, SC 29229 What You’ll Do: Responsible for recruiting and hiring, coaching and mentoring, monitoring and evaluation, and addressing all disciplinary issues in a timely manner. Encourage staff in creating and maintaining a work environment with high morale and employee satisfaction through support of professional development, training, career growth, and rewarding high performance. Review departmental and/or contract standards to ensure compliance. Follow procedures to ensure business and customer needs are met systematically and correctly. Supervise and motivate staff to ensure prompt and accurate response to calls, e-mail, web, handwritten inquiries. Monitor calls, service and workload. Track any service complaints and analyze problems in order to provide solutions or develop proper training of staff. Represent department on projects and process improvements. Provide assistance and training to other operational areas of the company as needed.

Requirements

Required Education: Bachelor's Degree Equivalency: 4 years claims, customer service and/or call center experience or a combination of education and job-related work experience
Required Work Experience : 1 year-claims, customer service, and/or call center experience.
Required Skills and Abilities: Strong oral and written communication skills. Strong decision making, analytical, problem solving, and time management skills. Ability to handle confidential or sensitive information with discretion.
Required Software and Other Tools: Microsoft Office.

Nice To Haves

Preferred Education: Bachelor's Degree-Business Administration, Healthcare or related field
Preferred Work Experience: 1 year-leadership experience including scheduling or coordinating work of others, developing work procedures and training for others, and/or leading group project initiatives.
Preferred Skills and Abilities: Ability to persuade, negotiate, or influence. Strong organizational skills. Strong spelling, punctuation, and grammar skills.

Responsibilities

Responsible for recruiting and hiring, coaching and mentoring, monitoring and evaluation, and addressing all disciplinary issues in a timely manner.
Encourage staff in creating and maintaining a work environment with high morale and employee satisfaction through support of professional development, training, career growth, and rewarding high performance.
Review departmental and/or contract standards to ensure compliance.
Follow procedures to ensure business and customer needs are met systematically and correctly.
Supervise and motivate staff to ensure prompt and accurate response to calls, e-mail, web, handwritten inquiries.
Monitor calls, service and workload.
Track any service complaints and analyze problems in order to provide solutions or develop proper training of staff.
Represent department on projects and process improvements.
Provide assistance and training to other operational areas of the company as needed.