Customer Service Supervisor

Delta Dental of Arizona, the state’s #1 dental insurance company, is seeking a proactive Customer Service Supervisor with training and coaching experience to support the Customer Service team.

About the role

This is a hybrid local remote position. Most days are remote with some days required at our Scottsdale, Arizona office.

Responsibilities

• Interview, hire, and train all new hires, ensuring training materials are updated between courses
• Work closely with subject matter experts to develop, coordinate, and deliver a formal training and mentorship program to ensure a smooth transition from the learning environment to daily production
• Supervise a team of call center agents
• Conduct quality review audits of assigned Customer Service Representatives, observing performance, techniques, adherence to policies/procedures, and application of guidelines
• Provide coaching, advice, and guidance based on audit findings, and deliver regular performance feedback to customer service representatives
• Identify adverse performance patterns and collaborate with the Customer Service Manager to achieve and maintain quality assurance standards and service level agreements
• Maintain responsibility for counseling agents failing to meet standards
• Analyze quality assurance data to identify trends, report findings, and suggest improvement recommendations; integrate approved changes into training materials and share with current call center agents
• Proactively identify knowledge gaps following the implementation of any major change
• Develop and revise quality monitoring procedures and standards guidelines based on changes to policies, processes, systems, or other measures
• Handle escalated calls, as needed
• Approve timecards biweekly; manage and correct timesheet errors
• Complete monthly one-to-one coaching with all assigned associates
• Set annual goals, complete monthly scorecards, and write/administer annual performance evaluations for each team member
• Work with the Call Center Manager to determine amounts for annual increases and bonuses, if applicable, and administer reviews to associates
• Perform needs analysis and identify learning opportunities that meet the call center’s needs
• Maintain a comprehensive working knowledge of all policies, procedures, and plan benefits for all operations
• During periods of excessive call volume, assist by taking inbound calls, emails, and helping the CS team with researching inquiries
• Develop job aides, incentive systems, and other tools to continually elevate the overall quality of customer interactions
• Perform all other duties as assigned by management

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred
• Two or more years of call center experience
• Dental or medical experience preferred
• One year of quality assurance and/or staff development in a customer service environment
• Excellent written and verbal communication skills
• Experience monitoring all types of customer contacts and providing feedback
• Proficiency in Microsoft Word and Excel
• Self-motivation, as well as the ability to work in a team environment
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment

About Us

Delta Dental of Arizona’s vision is simple: healthier lives for everyone. We’re transforming from a single-line insurance company to a multi-line health and wellness organization. Our foundation has awarded millions in grants to non-profits who care for our most vulnerable residents by offering dignity and hope.

At about 150 employees, we cultivate a work community where all employees are known by name, and everyone’s contributions are visible, noticed, and celebrated.

Pay

The starting pay for this role includes a base salary of $59,000 - $86,900.

Benefits

• Comprehensive benefits, including medical, dental, and vision
• 401(k) retirement plan
• Student loan assistance
• Six weeks of paid parental leave
• Volunteer PTO
• Culture that embraces collaboration, service, integrity, and inclusion