Supervisor, Customer Service

  • Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.  
  • Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.  
  • Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
  • Provide recommendations for process improvements.


  • Manage staff production and performance in order to meet corporate performance goals.  
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature. 
  • Serve as point/escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses.  
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.  
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job.  
  • Perform other duties as assigned or required.

Job Requirements:


  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant, professional work experience required
  • 3 years of customer service experience, preferably in operations or in a call center environment required
  • 3 years of claims related experience preferred
  • 2 years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

Full time
East Syracuse, NY 13057, US