Why Keystone Advisors?
At Keystone Advisors, we are committed to fostering a culture of learning and growth. As a Bilingual Customer Service Supervisor, you will have the opportunity to lead a dedicated team and make a real impact on customer service excellence. This is a dynamic role for someone who thrives in a leadership position and is passionate about coaching and supporting others to achieve their best.
We are invested in your success. You will receive comprehensive training and ongoing support to ensure that you are equipped with the tools and knowledge to help guide your team to success. This is more than just a job—it’s an opportunity to grow your career with us.
The Opportunity
We are currently seeking a Bilingual Customer Service Supervisor to join our team in our Houston office. This position is ideal for an experienced professional who has a proven track record in customer service and team leadership. You will oversee a team of customer service representatives, ensuring they deliver top-tier service while adhering to our company standards. This role requires both leadership and customer service skills, as you will be guiding your team and directly interacting with members when needed.
Our supervisors work within defined guidelines to lead and coach their teams in providing service, sales, and retention for various health insurance product lines. The ideal candidate will possess a passion for helping others and can effectively manage a fast-paced environment.
What You'll Do:
-
Lead and supervise a team of bilingual customer service representatives, ensuring high performance in meeting service goals and KPIs.
-
Provide coaching, training, and performance feedback to team members to enhance their skills and performance.
-
Handle escalated customer issues, providing effective solutions and ensuring customer satisfaction.
-
Monitor team performance and provide real-time guidance to improve the member experience.
-
Support team members in managing inbound phone calls, emails, and other customer interactions.
-
Apply knowledge of health insurance products to ensure the team provides accurate information to members.
-
Foster a positive work environment and drive team engagement and morale.
Maintain effective communication with management to address any operational challenges or opportunities.
Requirements:
High School Diploma or GED equivalent (College degree preferred).
Ability to communicate clearly and professionally in both English and Spanish, both verbally and in writing.
2+ years of experience in customer service or a supervisory role within a contact center environment.
Proven experience managing and coaching teams to achieve performance goals.
Strong problem-solving skills and the ability to resolve escalated issues effectively.
Intermediate to advanced proficiency in Spanish.
Knowledge of health insurance products and services is a plus.
Ability to work a flexible schedule, including some weekends, during peak seasons.
Benefits:
Medical, Dental, 401K, and Vision benefits.
100% sponsored fitness benefit.
Paid holidays and PTO accrual.
Professional development opportunities.
Supportive and growth-oriented work culture.