Supervisor, Customer Service, CSF (Remote)

American Specialty Health; United States; Remote; USD 45,000; Full time

Job summary

A leading company in health services is seeking a Supervisor for their Customer Service Fitness department. This remote role involves supervising staff, ensuring high-quality customer service, and meeting departmental goals. Candidates should have supervisory experience in a call center and strong communication skills.

Qualifications

• 2-4 years of customer service experience required.
• Supervisory experience in a call center required.
• Health care or health insurance experience preferred.

Responsibilities

• Supervise staff and monitor performance.
• Oversee daily operations of the team.
• Research and resolve customer issues, including escalated calls.

Skills

Customer service

Communication

Problem-solving

Organization

Education

High School diploma

Tools

Microsoft Office

Workforce Management tools

Job description

Supervisor, Customer Service, CSF (Remote)

Join to apply for the Supervisor, Customer Service, CSF (Remote) role at American Specialty Health.

Description

American Specialty Health Incorporated is seeking a Supervisor-Customer Service to join our Customer Service Fitness (CSF) department. This position will supervise staff and provide expertise and customer service support on a wide variety of inquiries to your team and customers, ensuring issues are handled properly and in accordance with ASH Policy and Procedures. Monitoring department goals according to ASH Performance Standards.

Salary Range

American Specialty Health offers a full-time annual salary of $45,000, with compensation based on qualifications, education, skills, experience, and internal equity, complying with wage and hour laws.

Remote Worker Considerations

Selected candidates will be trained remotely and must work from a designated home area with company-provided technology. A stable internet connection (minimum 50 Mbps download and 10 Mbps upload) is required for participation in online meetings via video.

Responsibilities

1. Supervise staff and monitor performance.
2. Oversee daily operations of the team.
3. Provide coaching, counseling, and training.
4. Prepare and deliver annual performance evaluations.
5. Perform quality reviews on recorded calls.
6. Conduct monthly performance reviews with staff.
7. Lead team meetings for updates and team building.
8. Educate staff on policies and procedures.
9. Participate in interviewing and hiring processes.
10. Maintain scheduling, timecards, and related reports.
11. Monitor call answering times and queue performance.
12. Collaborate with management to meet team and department goals.
13. Research and resolve customer issues, including escalated calls.
14. Assist staff during calls as needed, including silent monitoring.
15. Update and implement policies and procedures as necessary.

Qualifications

• High School diploma required.
• 2-4 years of customer service experience required.
• Supervisory experience in a call center required.
• Health care or health insurance experience preferred.
• Proficiency in Microsoft Office required.
• Experience with Workforce Management tools preferred.

Core Competencies

• Positive, respectful interaction and cooperation skills.
• Excellent customer service skills.
• Strong listening and communication skills.
• Ability to organize, prioritize, and multitask.
• Accuracy and productivity in dynamic environments.
• Analytical skills for problem-solving.
• Strict confidentiality in all matters.

Physical and Environmental Requirements

Primarily sedentary work, capable of sitting long periods, speaking, seeing, hearing, and lifting up to 10 lbs. Work-from-home environment with reliable internet connection required.