Customer Service Supervisor
July 29
🏡 Remote – New York
Description
• Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider • Overseeing the quality and efficiency of the Concierge Associates and ensuring all key performance metrics are being met • Answering detailed process questions by team members and ensuring all issues are resolved in a timely manner • Coaching team on best practices and identifying areas of improvement in current processes • Relaying member feedback to product and operations teams to improve Garner’s solution • Maintaining detail-oriented working knowledge of employer health benefits and insurance • Be a subject matter expert in member-facing issues related to claims processing • Work closely with claims processing team and stay up date to policy changes
Requirements
• Minimum of 4 years relevant experience with increasing levels of responsibility in a customer support or operations role • Experience managing a team and driving excellent results • A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure • Excellent written and verbal communication skills • A high level of process-orientation, digital organization, and resourcefulness • A desire to work in a rapidly evolving startup environment • A desire to be a part of our mission to improve the healthcare system
Benefits
• Eligible to participate in our equity incentive and competitive benefits plans
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