Keenan has an exciting career opportunity for a Customer Care Supervisor. The Customer Care Supervisor will oversee and supervise operational, eligibility and administrative activities for Keenan’s Benefit Admin Systems and Dental and Vision Coalition customers. Provide product support, implement and on-board new customers and manages\health benefits eligibility for Keenan clients in various benefit eligibility systems. Perform administrative and special projects.

Keenan, an Accretive company, is an insurance brokerage and consulting firm meeting the insurance needs of hospitals, public entities and California school districts. Keenan specializes in providing consulting services in the areas of: employee benefits, workers' compensation, loss control, financial, and property & liability.

• Ensure inbound calls and emails are properly attended to according to internal service level standards.
• Conduct personnel related duties such as timesheet approval, PTO management and corrective action and coaching with management’s direction.
• Subject Matter Expert (SME) and troubleshooter for general product information and support (e.g., product navigation, computer settings, web browser tool instruction).
• Monitor Phone Queue and adjust staffing schedules to ensure optimal coverage.
• Triage escalated issues from staff, and internal and external clients.
• Appropriately monitor and escalate staff and workload issues to management to ensure timely completion and/or resolution.
• Assist management with projects and ensure projects and procedures are being executed appropriately by the team while providing management with accurate and timely status updates.
• Provide back-up support to staff, when necessary, in providing customer support.
• Assist Department Head with implementing new clients on eligibility systems.
• Create and maintain detailed documentation of client implementation specifications.
• Conduct new client training.
• Provide level 1 customer support for internal and external clients, triage inquiries, issues and requests reported via email and voice mail within established service level expectations.
• Liaison between dental and vision providers/carriers, Client Services, IT and other departments for product and system issues, and determines when level 2 support escalation to IT technical support, Benefits Systems Manager is appropriate.
• Conduct regular data audits and coordinates resolution with team and or customers.
• Perform system and user acceptance testing (UAT) on new features, functionality, system bug fixes.
• Develop and provide monthly and as requested performance metrics and billing reports.

• Bachelor’s degree preferred.
• Minimum of five (5) years in a customer service supervisory role with direct reports in a call center environment.
• Excellent verbal and written communication skills.
• Four (4) years prior project management experience preferred.
• Proficient in Microsoft Outlook, Excel, PowerPoint, and Word.
• Experience with RingCentral preferred.
• Adept at accessing business data from the Internet when required.

To help you make the best decision for your personal growth, it’s important to us to share a glimpse of what we offer our top asset, our people:   

• Competitive base salary.   
• Generous 30+ Days Comprehensive Paid Time Off Package inclusive of Paid Time Off, 10 Company Holidays, 2 Floating Holidays, 5 Sick Days, and 2 Volunteer Days.
• Health benefit options with you in mind; 5 affordable medical plan options with rates based on your salary, company paid HSA contribution with eligible HSA plan selection, 2 dental plan options offering orthodontia coverage and 3 cleanings per year, and 2 vision plan options.    
• Company match 401(k) plan – 50% up to 6%!   
• Support of your fitness wellness goals! We offer up to 75% off at over 11,000 gyms and fitness centers.    
• Opportunity to prioritize your mental health with 24/7 access to licensed therapists.   
• Pet benefits & discounts.    
• Access to our Employee-led Resource Groups (ERGs) that lend a voice to the variety of demographics represented throughout our company.

Compensation:

The target salary range for this position is $80,000 to $95,000 (US Dollar) annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location. 

Accretive is a collection of elite specialty and wholesale agencies supported by experienced industry leaders. Our expertise is broad, and our innovative culture runs deep. We value relationships above all else and consistently deliver best in class customized solutions and service you can trust.

Accretive is passionate about fueling our clients’ innovation and growth. That makes us the perfect place for creative, dynamic people who want to grow their career while helping businesses, families and people thrive.  We are proud to be one of the largest brokers in the country, but we’re even prouder of the honest, caring relationships that our employees build with our clients every day.

Working with us will give you the opportunity to do work that matters while you learn with us, advance with us, and most importantly, grow with us. Accretive is committed to embracing diversity, equity and inclusion to create a workplace that welcomes and thrives on the unique experiences, perspectives and contributions of all team members. Accretive is bringing the best people and most diverse talent forward to drive growth, innovate and think bigger!