Customer Experience Lead Rep Supervisor Jobs in Arkansas

Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.

Support Inbound/Outbound phone calls from Members or Providers on routine or simple issues.

Conduct varies surveys related to health assessments and member satisfaction.

Accurately document pertinent details related to Member or Provider calls.

Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.

Aptitude to listen attentively, capture relevant information, and identify Member or Provider’s inquiries and concerns.

Strong project management and organizational skills.

Experience managing a remote team

Ideate and execute on strategies to increase conversion rates with emphasis on consumer experience, data collection, and enrollment growth.

Bachelor's Degree or equivalent experience preferred.

3+ years’ experience managing diverse teams and driving performance improvement.

Excellent problem solving and communication skills.

Conflict resolution and escalation management

Carrier, Enterprise Partner, & Vendor Relationship Management

Project Management & User Acceptance Testing

Review of new partner agreements and insurance contract provisions to understand existing capabilities vs. needs

Directly lead Customer Experience for Bestow, TPA & Bestow Life Insurance Co. (50% of role)

Partner closely with the New Business/AX Manager on related processes & to build team cohesiveness

Is accountable for functional, operational, and/or program management.

Manages performance appraisals and pay reviews.

Manages training for 3 or more employees.

Manages hiring and termination actions.

Requires broad technical expertise and industry knowledge.

Has basic knowledge of other disciplines.

Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.

Essential Business Experience and Technical Skills:

Responsible for knowledge of MetLife Pet Insurance products and processes and possesses the ability to convey this information to team members

Excellent organizational, interpersonal, and communication skills, both written and verbal

Experience managing a team of inbound and/or outbound call center representatives

High School Diploma or equivalent