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Supervisor, Customer Service in Chesapeake, VA at Beacon Health Options

Date Posted: 1/17/2019

Job Snapshot

Job Description


We are currently seeking a dynamic Supervisor, Customer Service to join our team at our office in Chesapeake, VA.  The Supervisor will be responsible for contributing to overall customer satisfaction by providing technical guidance, staff coaching, and staff performance appraisals to the Federal Occupational Health (FOH) customer service staff.  

Position Responsibilities:

  • Oversee the Customer Service Representatives (CSR’s), which includes work schedules, recommendations for personnel actions and approval of individual growth and development plans in order to operate at peak performance and productivity. 
  • Track daily telephone statistics for CSR’s and review the data for trends related to staffing, contractual requirements, number of calls per day, schedule adherence and other details related to performance objectives.
  • Supervise CSR staff to include but not limited to, monthly monitoring for quality, timeliness, follow-up, teaching and training and other duties assigned.
  • Provide suggestions to Manager, Call Center Operations regarding long-term telephone monitoring coverage and possible initiatives to correct any deficiencies.
  • Ensures all workflows are up to date and staff are consistently following processes.

Position Requirements:

Education: High School diploma required, Associate’s degree preferred. 

Licensure:  None required

Relevant Work Experience:   A minimum of two (2) years’ experience as a Customer Service Representative with exceptional performance and with proven leadership and teaching ability.


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ValueOptions Federal Services, Inc, a Beacon Health Options company, is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled