Customer Care Supervisor

ARAG North America, Inc.; Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

ARAG North America, Inc. is seeking a Customer Care Supervisor to lead and coach the Customer Care team in Des Moines, IA. You will drive growth, accountability, and customer-focused outcomes by delivering ongoing coaching, performance reviews, and data-driven insights.

The role requires strong leadership, excellent communication, and the ability to manage multiple responsibilities in a fast-paced environment. Candidates with insurance or legal industry experience will be favored.

Qualifications

• 3–5+ years of experience in customer service.
• 2+ years of leadership experience preferred.
• Legal and/or insurance experience preferred.
• Associate’s Degree or equivalent experience required.

Responsibilities

• Directly supervise Customer Care team members and conduct bi-annual performance reviews.
• Maintain performance documentation and monthly 1x1s with team members to review metrics and growth opportunities.
• Manage PTO requests and staff the team with Lead Supervisors.
• Collaborate with Lead Supervisor to ensure feedback opportunities are identified and addressed.
• Deliver and analyze the overall performance metric report (AHT, ACW, efficiency, member satisfaction).
• Maintain open communication and drive continuous improvement within the Customer Care Department.
• Handle escalated customer issues and provide timely resolutions.

Skills

Customer service

Leadership

Team coaching

Data analysis

Communication

Problem solving

Multi-tasking

Conflict resolution

Time management

Education

Associate’s Degree or equivalent experience

Tools

Microsoft Office

Job description

Purpose

Are you a supportive leader who enjoys developing your team and delivering exceptional customer experiences? Do you excel at solving problems in a fast-paced environment?

ARAG is hiring a Customer Care Supervisor! In this role, you'll lead and coach a talented Customer Care team, foster team member growth, and help ensure members and clients receive outstanding service and positive outcomes. Every day offers opportunities to collaborate and make an impact. Success in this role requires strong leadership, excellent communication, and the ability to effectively manage multiple responsibilities.

Essential Duties and 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. This practice supports the recognition of outstanding contributions and the identification of growth opportunities, facilitating meaningful feedback and career advancement.
• 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.
  • Including delivering the overall performance metric report developed for team members to illustrate progress toward goals sought, including items such as AHT, ACW, efficiency, and member satisfaction.
• 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.
• Monitors the team’s email activity and chat channel communication, ensuring timely responses to important communications, and keeping the team informed about company updates and announcements. Identify areas for improvement and opportunities for streamlining communication.
• Assesses 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.
• Handle escalated customer issues and provide resolution in a timely manner.
• Acts as a role model by representing ARAG at its Best.
• Other duties as assigned.

Qualifications

Knowledge

• 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.

Skills

• 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.

Certifications, Licenses, Associations, etc.

• None required.

Physical

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.