Customer Service Supervisor I - 1st Shift

NOW Health Group INC•Bloomingdale, IL

6d•$67,600 - $86,000•Onsite

About The Position

Manages customer service staff to ensure all customers receive a 5-Star Customer Service experience. Plans, coordinates, and controls customer service team activities to maintain and enhance customer relationships and meet organizational and operational objectives. The role also supports both inside sales teams as needed and carries out tasks as directed by the Inside Sales Manager. The supervisor directly manages Customer Service representatives and performs managerial responsibilities in accordance with company policies and applicable laws. These include interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems. The position supports positive employee relations, fair treatment, and respect; complies with safety and GMP requirements; and promotes and enforces workplace health and safety practices. The work is performed in a typical office environment with usually moderate noise.

Requirements

Bachelor's degree or equivalent, and three to five years of related experience and/or training, or an equivalent combination of education and experience.
Supervisory experience required.
Ability to read and interpret documents, write routine reports and correspondence, respond to common inquiries and complaints, and effectively present information.
Excellent time management, attention to detail, verbal and written communication, listening, decision-making, presentation, and organizational skills.
Excellent computer skills, including Microsoft Word and Excel.
People-development skills, including coaching, team-building, and training.
Ability to work under deadlines.
Ability to perform basic arithmetic and calculate figures and amounts such as discounts and percentages.
Good business judgment and the ability to make logical decisions and provide solutions to ongoing problems.
Ability to perform the essential job functions, with reasonable accommodations where needed.
Ability to regularly communicate with customers by telephone and email and to frequently use a telephone and computer.

Nice To Haves

CRM knowledge.

Responsibilities

Train, hire, and manage customer service team members with varying levels of experience, ensuring customers receive timely and satisfactory service by phone, email, or other methods.
Lead the team in addressing complaints about billing or services; refer service-failure complaints to designated departments for investigation and present solutions to upper management in a monthly report.
Handle complex and escalated customer service issues.
Review transactions daily to ensure reported billing errors are corrected appropriately.
Identify and implement strategies to improve service quality, productivity, and profitability.
Test and troubleshoot current and future computer programs and applications that affect customer service and customers.
Manage the customer service team and ensure productivity standards are met.
Support both inside sales teams as needed and execute tasks as directed by the Inside Sales Manager.
Promote positive employee relations, fair treatment, and respect; address employee concerns and requests in a timely and caring manner; and value employees’ ideas and diverse perspectives.
Comply with safety and GMP requirements.
Support workplace safety, follow health and safety procedures, and ensure safety requirements and injury-prevention efforts are implemented and enforced.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints; resolve problems; and consistently enforce company policies.