Customer Care Supervisor

Location: Remote

Position Responsibilities: 

In the role of a Customer Service Supervisor, you will have a wide range of responsibilities, including: 

• Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution with empathy and professionalism 

• Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues 

• Train, mentor, and supervise a team of customer service professionals, providing continuous guidance and support to ensure their professional growth and optimize their performance 

• Monitor individual and team performance metrics and provide regular feedback to drive continuous improvement 

• Collaborate with other departments to improve processes and enhance the overall customer experience 

• Demonstrate strong verbal and written communication skills when providing professional responses to complex and sensitive topics and situations internally and externally 

• Support and deliver high-quality customer service 

• Ensure compliance with call center policies and procedures and timely communication of company/department changes to team members 

• Provide real-time subject matter expertise support to team members to resolve issues 

• Lead and mentor a team of remote agents to ensure timely resolution of member inquiries within quality guidelines 

• Effectively communicate issues and resolutions to members, pharmacy staff, and providers, and work internally and cross-functionally as appropriate with internal stakeholders 

• Responsible for conducting team meetings, individual coaching sessions, and managing all associated documentation 

• Follow all internal call center standard operating procedures as well as all company compliance guidelines and policies 

• Ensure that you serve as a culture ambassador for the call center and help promote company policy  

 

Required Qualifications: 

Suppose you are a highly motivated and results-driven professional passionate about customer service and team leadership. You have experience supervising teams in a call center environment and excel at inspiring, coaching, and mentoring team members to achieve performance goals and deliver world-class customer service. In that case, you possess the qualities we are looking for. 

• 4+ years of customer service experience with 2+ years of supervisory experience required in a Call Center environment 

• Experience in retail pharmacy/PBM or related Health Care experience required 

• Experience working in a remote call center preferred, with an ability to manage a remote team and keep employees engaged 

• A high school diploma or equivalent is required. An associate or bachelor’s degree is preferred 

• A strong passion for creating a successful team through active listening, building strong relationships, and maintaining transparency 

• Flexibility and adaptability are required 

• Strong analytical, problem-solving, and decision-making skills 

• Ability to work independently with minimal supervision while also collaborating with other team members 

• Self-motivated and detail-oriented problem solver with the ability to multitask and thrive in a metric-driven, high-volume call center environment 

• Bilingual Spanish preferred 

• Medicare experience preferred 

• Flexibility to work various shifts, including evenings, weekends, and holidays as required 

This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

About Capital Rx 

Capital Rx is a health technology company providing claim administration and technology solutions for carriers, health plans, TPAs, employer groups, and government entities. As a public benefit corporation, Capital Rx is executing its mission to materially reduce healthcare costs as a full-service PBM and through the deployment of Judi®, the company’s cloud-native enterprise health platform. Judi connects every aspect of the healthcare ecosystem in one efficient, scalable platform, servicing millions of members for Medicare, Medicaid, and commercial plans. Together with its clients, Capital Rx is reimagining the administration of benefits and rebuilding trust in healthcare.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.