Customer Service Supervisor

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $51.7k - $86.1k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Lead and support a team of 20+ virtual customer service representatives to meet quality, service, and productivity goals • Conduct proactive call monitoring and data analysis to detect emerging service issues and trends • Coach employees through regular feedback, performance discussions, and development opportunities • Manage daily workflow and assign work based on business needs • Handle escalated customer issues and support timely, effective resolutions • Partner with other teams to improve the patient, prescriber, and client experience • Identify opportunities to improve processes and team performance • Support hiring, training, and onboarding of new team members • Create a positive team environment that promotes accountability, collaboration, and strong performance

🎯 Requirements

• High School Diploma or GED required • Bachelor’s degree preferred • 2+ years of frontline leadership or supervisory experience preferred • Experience in pharmacy benefit management (PBM), specialty medications, healthcare, or a related industry preferred • Strong communication and people leadership skills • Ability to coach, develop, and provide clear feedback to employees • Strong problem-solving skills and ability to make sound decisions • Ability to handle difficult conversations professionally • Ability to work well with leaders and other departments to solve customer and business issues • Strong computer skills, including Microsoft Office and Excel • Ability to adapt to changing priorities in a fast-paced environment • Ability to work a regular shift within Sunday through Saturday, 7:00 a.m. to 12:00 a.m. EST • Home internet connection through cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Annual bonus plan eligibility • Medical, vision, and dental benefits starting day one • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work arrangement

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