Supervisor Of Customer Service (On-Site/Remote)

When you think about important qualities for your next employer to have, do growth, originality, enthusiasm, and investment in people and infrastructure come to mind? If so, then HPI is the place for you. If you want to join a team that values integrity, flexibility, loyalty, compassion and dedication, we want to meet you.

What we do

We’re dedicated to transforming health insurance—and we’re making an impact with outside-the-box solutions and best-in-class service.

HPI is unique. A respected industry leader that’s been serving customers for over 40 years, HPI is known for its innovation and growth. Our experience has given us our expertise, but our forward-thinking, entrepreneurial spirit has given us our strong reputation. As a third-party administrator, we offer a suite of health and benefit solutions to employers. By joining HPI, you’ll contribute to ideas that make a real difference for employers and employees nationwide. There isn’t a challenge we won’t accept and we’re looking for people who have a passion to take it on. Not just a job—a mission.

What you’ll do

We’re looking for an energized, self-starter to join our team as the supervisor of Customer Service. In this role, you’ll coach, mentor and develop Customer Service representatives while overseeing all Customer Service functions across multiple locations.

In this role, you’ll also:

• Assist with problem resolution and supporting front-line staff
• Oversee the phone queue performance and make necessary adjustments to meet optimal service levels
• Create and deliver annual performance reviews
• Support department leadership in reporting
• Forecast call center statistics to ensure appropriate staffing levels

The ideal candidate has:

• A bachelor’s degree (or equivalent experience)
• 3-5 years of experience in a Customer Service/call center environment, preferably in the healthcare industry (required)
• Proficiency with Microsoft Word and Excel (required)
• Prior team lead/supervisory experience (preferred)

What we have to offer

Our employees work in a newly renovated, open, and collaborative environment. At HPI you can brainstorm in one of our team break-out rooms, stretch out at your ergonomic desk, take a break to chat in the onsite café, or get in a quick workout at one of the campus gyms. We offer competitive pay and several great locations, including our headquarters in Westborough right off of Route 9, Route 495 and the Mass Pike, with shuttle service available from the Westborough Commuter Rail Station to our office park via the Worcester Regional Transit Authority (WRTA). Our benefits package includes incredible health plan options, opportunities to volunteer and support community projects, a quarterly bonus program, and so much more.