Member Services Supervisor

We are partnered with the fastest growing health insurance marketplace, leveraging advanced technology and personalized service to simplify the enrollment process for ACA and Medicare enrollees. Backed by the industry's top carriers and investment partners, their passionate and innovative teams are dedicated to transforming the healthcare experience.

The Member Services Supervisor provides direction to the Member Service Department by assigning, directing, and reviewing the work of staff. Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation. Incumbents provide coaching and guidance to representatives. This includes managing a team of customer service representatives, ensuring that customer inquiries and complaints are handled in a timely and professional manner, and developing and implementing strategies to improve customer satisfaction.

REWARDS

• Competitive base salary of $60 - 70k annually
• Comprehensive Medical, Dental, and Vision coverage
• PTO and holiday pay
• 401(k) matching
• Advancement Opportunities
  
  

Requirements

• Bachelor's degree in a related field or equivalent work experience
• Minimum of 3 years of experience in customer service management
• Excellent communication and interpersonal skills
• Strong leadership and team management skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Proficiency in Microsoft Office, customer service software, and Google Applications (Docs, Sheets, Gmail)
  
  

Responsibilities

• Manage a team of customer service representatives
• Ensure that customer inquiries and complaints are handled in a timely and professional manner
• Develop and implement strategies to improve customer satisfaction
• Monitor customer service metrics and provide regular reports to management
• Manage and develop customer service team leads
• Train and coach customer service representatives to improve their performance
• Collaborate with other departments to ensure a seamless customer experience
• Monitor customer service calls
• Handle escalated customer inquiries and complaints
  
  

Emerge is committed to being an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. In compliance with the Job Application Fairness Act, we ensure a fair and equitable recruitment process and provide necessary and reasonable accommodations. We value diversity and encourage individuals from all backgrounds and experiences to apply