Experienced Customer Relations Supervisor – Remote Call Center Leadership

At blithequark, we're dedicated to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a leading healthcare innovator, we're committed to transforming the way healthcare is delivered, making it more personal, convenient, and affordable for everyone. Our purpose is simple yet powerful: Bringing our heart to every moment of your health. This guiding principle inspires our team to strive for excellence in everything we do, from the services we provide to the culture we foster. Our Heart At Work Behaviors support this purpose, empowering our employees to feel valued, motivated, and empowered to make a positive impact. We believe that every individual has a unique role to play in shaping our culture and driving innovation. As a Customer Relations Supervisor at blithequark, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Customer Relations Supervisor to lead our remote call center team, providing daily guidance, management, and coaching to licensed customer relations agents. As a key member of our customer service team, you'll be responsible for ensuring superior service for our customers and retail partners, while maintaining high standards of performance and adherence to our company's values and policies.

Responsibilities

As a Customer Relations Supervisor, you'll be responsible for:

• Ensuring superior service for our customers and retail partners by providing information, feedback, and coaching to agents, while maintaining service level standards and flawless execution of inbound/outbound calling programs and associated performance metrics.
• Creating and supporting a culture of inclusion and diversity, ensuring all actions align with blithequark's practices, policies, and values, as well as state, federal, and regulatory requirements.
• Managing and leading a team of licensed customer relations agents, providing guidance, coaching, and development opportunities to ensure their success and growth.
• Collaborating with cross-functional teams to identify and implement process improvements, ensuring seamless communication and coordination across departments.
• Analyzing data and metrics to inform decision-making, drive performance improvement, and optimize customer experience.
• Maintaining a high level of customer satisfaction, resolving issues promptly and professionally, and escalating complex concerns to senior leadership as needed.

Work Schedule

As a remote Customer Relations Supervisor, you'll have the flexibility to work from home and choose from a variety of shifts to suit your needs. Our available shifts are:

• Monday - Friday, 10:30 AM - 7:00 PM ET
• Saturday, 10:00 AM - 6:30 PM ET, Monday - Thursday, 10:30 AM - 7:00 PM ET
• Sunday, 10:00 AM - 6:30 PM ET, Monday - Thursday, 10:30 AM - 7:00 PM ET

Qualifications

To be successful in this role, you'll need:

• 2+ years of experience leading, coaching, and developing teams in a call center environment.
• 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint.
• Strong leadership and communication skills, with the ability to motivate and inspire teams to achieve exceptional results.
• Excellent problem-solving and analytical skills, with the ability to analyze data and metrics to inform decision-making.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
• Strong customer service skills, with a focus on delivering exceptional experiences that meet or exceed customer expectations.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• 1+ year(s) of experience leading a team in a call center environment.
• Experience working in a call center environment, with a focus on customer service and relationship-building.
• Experience using call center technologies/applications such as Verint, Five9, or IEX.
• Retail Pharmacy experience, with a focus on customer service and relationship-building.
• Experience working with data and analytics, with a focus on driving performance improvement and optimizing customer experience.
• Organized and high-energy individual, with a passion for delivering exceptional customer experiences.

Education

A high school diploma, GED, or equivalent work experience is required. A Bachelor's degree is preferred.

Compensation and Benefits

As a valued member of our team, you'll enjoy a competitive compensation package, including:

• A base hourly rate or base annual full-time salary, ranging from $43,888.00 to $93,574.80, depending on experience, education, and other relevant factors.
• Eligibility for a CVS Health bonus, commission, or short-term incentive program.
• A comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
• A fully-paid term life insurance plan, short-term and long-term disability benefits, and numerous well-being programs.

Why Join blithequark?

At blithequark, we're passionate about delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Customer Relations Supervisor, you'll be part of a dynamic team that's dedicated to innovation, customer satisfaction, and employee growth. We offer a range of benefits and perks, including:

• A comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
• A fully-paid term life insurance plan, short-term and long-term disability benefits, and numerous well-being programs.
• Opportunities for career growth and development, with a focus on employee empowerment and engagement.
• A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion.

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a team to achieve exceptional results, we encourage you to apply for this exciting opportunity. Please submit your application by [insert date] to be considered for this role. Apply Job! Apply for this job