Generali Group - Pembroke Pines, FL
posted 2 months ago
Full-time - Mid Level
Remote - Pembroke Pines, FL
Personal and Laundry Services
About the position
The Overnight Customer Service Supervisor at Generali Global Assistance is responsible for overseeing a team of Customer Service Representatives, providing training, support, and performance management. This role involves ensuring high-quality customer service, handling escalated calls, and collaborating with leadership to maintain operational efficiency. The position requires working overnight shifts and includes a hybrid work model after a training period.
Responsibilities
- Supervise a team of up to 15 Customer Service Representatives.
- Provide initial and ongoing training to Customer Service Representatives.
- Assist representatives in delivering excellent customer service.
- Handle escalated calls and manage performance issues.
- Collaborate with CSD Leadership and Account Managers to provide direction and support.
- Ensure equitable distribution of work among team members.
- Manage daily tasks related to active and past cases according to Client Specific Procedures.
- Oversee the team's performance and adherence to company policies.
- Approve or deny requests for time-off in accordance with company policy.
Requirements
- Minimum 2 years' experience in a Customer Service Department or equivalent call center environment.
- Prior knowledge and experience in healthcare, insurance, and multi-lingual Assistance/Call Center environments.
- Experience in ISO or other Quality Assurance Management programs is highly desired.
- Excellent verbal and written communication skills.
- Strong presentation and training skills.
- Motivational and problem-solving skills.
- Multilingual with excellent English language skills.
- Advanced knowledge of medical terminology and the US healthcare system.
- Essential computer skills: MS Office (Word, Excel, Power Point, Outlook), advanced typing skills, and Internet research.
- Strong time management skills and ability to prioritize tasks.
Nice-to-haves
- Associate's degree or equivalents preferred.
- Licensed in Property & Casualty and Accidental & Health insurances preferred.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible schedule
- Life insurance
- Paid parental leave
- Competitive Paid Time Off policy
- Generous Employer contribution for health, dental and vision insurance
- Company paid short term and long term disability insurance
- Paid Maternity and Paternity Leave
- Tuition reimbursement
- Wellness programs
- Fun employee and company events
- Discounts on travel insurance
