Client Support Supervisor

We Are Hiring Client Support Supervisor:

Location:

White River Junction, Vermont, 72

South Main Street Work Hours:

Monday•Friday, 8am•4pm

About Us:

ARIS Solutions is more than a workplace•it's a community dedicated to financial excellence and employee well-being. We enable our agency partners to focus on providing quality support to individuals with disabilities and veterans by managing their administrative and financial work. We believe that everyone should be able to stay in their own homes and choose their own care providers.

About the role:

The role of the Client Support Supervisor is to oversee daily, and technical aspects of Client Support related to Medicaid payroll process and consumer/participant, employer and employee enrollment. Also responsible for ensuring high-quality service delivery, achievement of performance goals, appropriate coaching, training, and support for the client support team. Serves as a liaison between the Union (AFSCME) and ARIS Solutions; partners closely with FMS Director for initiatives involving the division. The ideal candidate is a strong leader who can balance operational efficiency with exceptional customer experience.

Duties and Responsibilities:

Supervise, coach, train, and support Client Support Team Staff Foster a positive, engaged, and accountable team environment Ensure timely and accurate handling of over 3,500 incoming calls per month by available staff Research and handle issues and escalations with time sheets, payments, budgets or other requests De-escalate and address the issues of irate callers Troubleshoot technical issues related to receipt of timesheets Liaison for AFSCME/Union-related activities Monitor and compile real-time and historical performance metrics (call volume, wait times, service levels, quality scores, customer satisfaction) Ensure adherence to company policies, procedures, and compliance requirements Track incoming consumer/participant budgets State and Federal Department of Labor liaison Partner with community organizations to provide training and technical assistance Meet with clients in person on-site to answer and review programs Research and resolve issues related to timesheets, budgets and employer/employee enrollments Partner with leadership to implement strategies that meet overall division and organization goals Provide support to other ARIS Solutions staff, as needed Other duties as assigned

Qualifications:

Associate's degree, Bachelors' Degree Preferred, or an equivalent level of experience in which similar knowledge and skills are obtained. 5+ years of extensive experience in customer service and or call center experience Strong supervisory experience preferred, including leadership, coaching, and team development skills Exceptional oral and written communication skills Experience with performance metrics and call center KPIs preferred Computer skills (Windows, MS Office Suite and Agency supported software) Ability to maintain a professional/respectful appearance and attitude Ability to handle high-pressure situations and make sound decisions Ability to develop and maintain positive relationships with customers, agencies and employees Ability to maintain confidentiality Physical demands/

Working Conditions:

Predominately sedentary office position with high frequency of keyboarding/computer work required. The physical demands are minimal and typical of similar jobs in comparable organizations. The work environment is representative and typical of similar jobs in comparable organizations.

Benefits & Perks:

Comprehensive benefits starting the 1st of the month following hire, including medical, dental, vision, and disability coverage. Generous retirement plan with up to 5% employer match after one year. Wellness programs, and volunteer opportunities. Paid time off, including 12 holidays per year.