Customer Care Supervisor

About the role

ARAG is hiring two Customer Care Supervisors to join our dynamic team. The role involves leading and coaching a talented Customer Care team, fostering team member growth, and ensuring members and clients receive outstanding service and positive outcomes.

Responsibilities

• Directly supervises the performance of Customer Care team members.
• Creates and conducts bi-annual performance reviews for Customer Care team members.
• Conducts monthly 1x1 with Customer Care Specialists on their team to provide monthly performance metrics and performance strengths and growth opportunities.
• Keeps performance documentation current and relevant, ensuring that all records reflect the most up-to-date information on team members' achievements, areas for improvement, and professional development milestones.
• Manages PTO requests and coordinates with Lead Supervisors to ensure the team is properly staffed throughout the various days, times of day, etc.
• Collaborates closely with their Lead Supervisor to ensure that feedback opportunities are consistently identified and addressed.
• Actively seeks and analyzes input from team members to work with the Lead Supervisor and Manager to implement strategies that enhance customer support and team performance.
• Maintains open lines of communication and fosters a culture of continuous improvement to help drive success of the Customer Care Department.
• Provides answers and solutions to questions posed by Customer Care Specialists and Team Leads, aiding in their professional growth.
• Ensures that communication remains within the right team channel, facilitating timely and efficient responses to customer queries and maintaining adherence to company policies and service standards.
• Maintains the team’s email activity and chat channel communication, ensuring timely responses to important communications, and keeps the team informed about company updates and announcements.
• Identifies areas for improvement and opportunities for streamlining communication.
• Affirms the team’s morale and engagement levels, identifying areas for improvement and implementing initiatives to boost morale.
• Collaborates with the Lead Supervisor to implement strategies for enhancing customer support and team performance, ensuring adherence to Company policies and service standards.
• Handles escalated customer issues and provides resolution in a timely manner.
• Acts as a role model by representing ARAG at its Best.

Qualifications

• Strong knowledge of customer service principles and practices.
• In-depth understanding of customer care processes and best practices.
• Knowledge of performance management and training techniques.
• Ability to analyze data and generate actionable insights.
• Knowledge of company products and services.
• Strong verbal and written communication skills.
• Ability to foster teamwork, commitment, and cooperation, with the ability to drive optimal team member performance.
• Ability to lead in engaging, empowering, coaching, and developing team members.
• Ability to build cohesive teams and provide daily support to team members.
• Strong organizational skills.
• Demonstrated ability to multi-task in a challenging, fast-paced environment.
• Strong analytical, problem-solving and conflict resolution skills.
• Strong relationship building, negotiation and conflict resolution skills.
• Ability to maintain composure and emotional reactions during elevated situations.
• Customer centric focus placing the customer at the center of everything we do.
• Strong computer skills including Microsoft Office Products.
• Strong supporter of ARAG’s desired culture.

Education

• Associate’s Degree or equivalent experience required.

Experience

• 3-5+ years of experience in customer service.
• 2+ years previous leadership experience preferred.
• Legal and/or insurance experience preferred.