Remote Customer Support Manager

? *Job Title:** Remote Customer Support Manager
? *Company:** Aetna
? *Location:** Columbus, Ohio, US (Remote...
? *Job Type:** Part-time
? *Seniority:** Mid-to-Senior Level
? *Years of Experience:** 6

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? *Company Overview:**At Aetna, we are committed to improving the health and well-being of our members across the nation. As a leading healthcare company, we emphasize innovation, collaboration, and dedication to delivering superior customer service. Our diverse and inclusive work environment builds strong relationships with colleagues, clients, and partners, driving our commitment to meet the unique needs of every individual we serve.

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? *Position Overview:**As a Remote Customer Support Manager, you will play a crucial role in leading our customer support team, ensuring high-quality service delivery, and enhancing the overall customer experience. You will manage complex inquiries, empower team members, and serve as a liaison between our clients and various departments within Aetna. This part-time role requires a resilient and adaptable professional who can thrive in a dynamic environment and foster a culture of continuous improvement and innovation.

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? *Key Responsibilities:**

• **Team Leadership:**
• Oversee the daily operations of the customer support team, fostering an environment that promotes resilience and adaptability.
• Provide guidance, mentorship, and support to team members, creating growth opportunities and encouraging professional development.
• Conduct regular team meetings to discuss performance metrics, customer feedback, and organizational goals.

• **Customer Relations:**
• Develop strong relationships with clients, understanding their needs and concerns, and ensuring that their issues are resolved efficiently.
• Address escalated customer inquiries and issues, applying critical thinking skills to devise effective solutions.
• Collect and analyze customer feedback to identify trends and areas for improvement within the support processes.

• **Process Improvement:**
• Collaborate with cross-functional teams to streamline support processes and enhance the overall customer experience.
• Implement innovative solutions to improve service efficiency and effectiveness, always seeking to elevate customer satisfaction.
• Monitor team performance against metrics and KPIs, identifying opportunities for process and service enhancements.

• **Training and Development:**
• Conduct training sessions to ensure team members are well-versed in Aetna's services, policies, and best practices.
• Encourage a culture of continuous learning within the team, utilizing feedback and insights to improve training materials and processes.

• **Reporting and Administration:**
• Prepare and present regular reports on customer support performance, highlighting successes, challenges, and actionable insights.
• Manage scheduling and resource allocation to ensure optimal team performance during peak times.
• Maintain accurate records of customer interactions and outcomes for future reference and analysis.

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? *Requirements:**

• **Education:** Bachelor?s degree in Business Administration, Communications, or a related field preferred.
• **Experience:** Minimum of 6 years of customer service experience, with 3+ years in a management or supervisory role is required.
• **Skills:**
• Exceptional communication and interpersonal skills.
• Proven ability to work remotely and manage teams effectively in a virtual environment.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Expertise in customer service software and tools.
• Proficient in data analysis and reporting tools.

• **Personality Traits:**
• Resilient: Capable of staying calm under pressure and navigating through challenges efficiently.
• Adaptable: Flexibility to adjust to changes in processes, priorities, and the business environment.

• **Soft Skills:**
• Critical Thinking: Ability to analyze situations, identify problems, and develop innovative solutions.
• Innovation: Willingness to embrace new ideas and take the initiative in improving customer support practices.

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? *Benefits:**

• Complimentary meals (when applicable) to keep our team energized.
• Flexible remote work options for better work-life balance.
• Opportunities for travel to company events and conferences as needed.

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? *Working Environment:**You will work in a collaborative remote environment at Aetna, where you can build strong relationships with colleagues, clients, and partners. We value diversity, inclusivity, and mutual respect while striving for excellence in customer support.

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? *Application Deadline:**Please submit your application by **October 4, 2024**.

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? *Equal Opportunity Statement:**Aetna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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