Supervisor, Customer Success

Overview

Do you have a passion for managing a team? Do you have experience leading a team of customer service representatives and handling member escalations?

If so, we invite you to apply for the Customer Success Supervisor opening! The supervisor is responsible for leading the day-to-day functions of the Customer Success team to support the organization’s business strategy. 

Benefits:

• Full-time virtual, telecommuting, work from home option available.
• The opportunity to work in a dynamic, fast-paced work environment.
• Professional development opportunities to guide your growth at Quartz!
• Ideal starting salary based on skills and experience: $60,100 – 75,200 robust total rewards package.

Responsibilities

• Provide day to day guidance as the supervisor of the Customer Success team.
• Accountable for the development and training of all team members.
• Meet departmental operational goals.
• Identify and implement opportunities to enhance the effectiveness and efficiency of the department.
• Evaluate various resolution options and exercise one’s own judgment to drive the best course of action.
• Prepare, analyze, and interpret quality and quantitative reports for management to document and improve the company’s performance.
• Identify and analyze system problems, identify root cause, and recommend system changes and enhancements to ensure accurate and efficient system operation.
• Operate the department within budgetary constraints to ensure maximum operating efficiency and to ensure compliance with departmental and organizational goals.
• Manage/complete all assigned projects and tasks by appropriate due dates.
• Conducting and responding to investigations for escalated member/provider complains, regulatory complaints and regulatory audits.
• Interact with internal and external management to ensure consistent handling of personnel and operational issues.
• Participate in committees to review and enhance policies and procedures as they relate to operational functions.

Qualifications

• High school diploma or equivalent.
• Associate’s or Bachelor’s degree is preferred.
• 2 to 3 years of experience in customer service, enrollment, provider records, benefit plans or claims processing.
• 1 to 2 years of prior supervisor experience or 2 to 4 years prior team lead experience.
• Knowledge of health insurance principles, products, and medical terminology.
• Ability to work hours outside of the typical business hours to oversee staff that may be working overtime during seasonal peak times.
• Ability to travel to other Quartz campuses or external locations is routinely expected, in addition to occasional overnight stays.
• Wisconsin Accident & Health Sales License or attainment within 12 months of hire.

This position can work 100% remotely or from our office in Madison, WI or Onalaska, WI in a hybrid or full-time on-site arrangement, if preferred. Hardware and equipment will be provided by the company, but candidates must have access to high-speed, non-satellite Internet to successfully work from home.

We offer an excellent benefit and compensation package, opportunity for career advancement and a professional culture built on the foundations of Respect, Responsibility, Resourcefulness and Relationships. Quartz is a federal contractor and supports a safe, drug-free workplace. All employment offers are contingent upon successful completion of a pre-employment criminal background check.

Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Salary : $60,100 - $0