Customer Service Supervisor

HCA Healthcare•Louisville, KY

About The Position

The Customer Service Supervisor at Galen College of Nursing oversees the first-response area for portal and phone inquiries and leads Admissions Specialists to ensure efficient daily operations. The role supports campus Admission Departments in reaching their goals while delivering professional, high-quality customer service. The supervisor manages staff performance, operations, training, scheduling, reporting, and complex inquiries, while also assisting prospective students through the admissions process by phone and email. The position may involve flexible hours, occasional evenings or weekends, and occasional travel to other Galen campuses.

Requirements

Bachelor’s degree in Business Management or a related field; prior recruiting and sales experience may be accepted in lieu of education.
Computer proficiency with Microsoft Office.
Ability to effectively present information and respond to questions from groups of managers, students, applicants, and the general public.
Excellent verbal and written communication skills.
Ability to work in a fast-paced environment and encourage others to respond effectively in that environment.
High attention to detail.
Ability to maintain a customer-friendly demeanor.
Ability to sit at a desk for eight hours at a time.
Ability to spend most of the day talking to prospective students on the phone.

Nice To Haves

Prior experience with Microsoft Dynamics CRM is preferred.

Responsibilities

Set and meet performance targets for speed, efficiency, accuracy, and quality.
Manage the daily operations of the Support Services Department.
Monitor random calls to improve quality, minimize errors, and track operational performance.
Review staff performance, identify training needs, and plan training sessions.
Record statistics and performance rates and generate reports.
Handle the most complex customer complaints and inquiries.
Organize staff, including shift patterns and staffing levels needed to meet demand.
Train, coach, motivate, and retain staff.
Answer incoming calls from prospective students, provide information, and schedule appointments.
Make outgoing phone calls and send emails in response to electronic inquiries.
Make follow-up calls to prospective students who miss scheduled appointments.
Follow up with prospective students throughout the admissions process.
Use Ellucian Recruit to monitor prospective and new students effectively.
Perform other duties logically associated with the goals and objectives of the College.

Benefits

Medical coverage, including prescription drug and behavioral health coverage, telemedicine, and AirMed medical transportation.
Dental and vision benefits.
Life and disability coverage.
Flexible spending accounts and supplemental health protection plans.
Auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, and pet insurance.
Counseling services and resources for emotional, physical, and financial well-being.
401(k) plan with a 100% match on 3% to 9% of pay, based on years of service.
Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
Fertility and family-building benefits and adoption assistance.
Referral services for children, elders, and pet care, home and auto repair, and event planning.
Consumer discounts through Abenity.
Retirement readiness and rollover assistance services, and preferred banking partnerships.
Education assistance, including tuition, student loan, certification support, and dependent scholarships.
Colleague recognition program.
Paid time off and paid family leave.
Employee Health Assistance Fund offering free employee-only coverage to eligible full-time and part-time colleagues based on income.