Member Service Supervisor

Position Summary

We are seeking a Member Service Supervisor to lead, coach, and support our Member Service Representatives while ensuring exceptional service to our members. This position is responsible for supervising daily Member service operations, providing direction and guidance to service representatives, monitoring performance, resolving complex member concerns, and fostering a positive and productive team environment.

Essential Duties and Responsibilities

• Supervise, direct, and support Member Service Representatives in their daily responsibilities.
• Provide coaching, training, and performance feedback to team members.
• Monitor member interactions to ensure quality service and adherence to company standards.
• Assist with resolving escalated member inquiries, complaints, and service issues.
• Develop and maintain schedules to ensure adequate staffing and member support coverage.
• Identify opportunities to improve processes, efficiency, and member satisfaction.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct performance evaluations and participate in employee development planning.
• Promote a culture of teamwork, professionalism, accountability, and customer focus.
• Collaborate with other departments to address member needs and improve service delivery.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum of five years of customer service experience.
• Previous supervisory or leadership experience preferred.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to motivate, coach, and develop employees.
• Excellent organizational and problem-solving abilities.
• Proficiency with customer service software, Microsoft Office, and related business systems.
• Ability to manage multiple priorities in a fast-paced environment.

Knowledge, Skills, and Abilities

• Strong commitment to providing exceptional member service.
• Ability to make sound decisions and exercise good judgment.
• Effective leadership and team-building skills.
• Ability to analyze information and identify process improvements.
• Strong attention to detail and follow-through.