Patient Transport Supervisor - Community

Aramark•Toms River, NJ

About The Position

The Patient Transport Coordinator I is responsible for interactions between the Service Response Center and the client. This person ensures that the Service Response Center Team does its best to meet customer needs by giving effective information, making recommendations on how to resolve customer requests and needs, taking work orders and providing direction for unified services, troubleshooting problems, answering complaints, and maintaining standards and CMMS data integrity.

Requirements

Five plus years of customer service experience in a call center environment and at least three years of experience managing a team of employees; experience working in a higher education environment preferable
Must have strong communication skills (verbal & written), excellent problem solving, people management and process management.
Ability to interact with client management and establish/maintain effective performance-based client and customer relations.
Must be customer focused and able to work in a fast paced and team environment.
Strong computer skills with strengths in financial analysis, report preparation and interpretation skills are necessary; ability to continually work with IT on system conversion and app creation/maintenance

Responsibilities

Collaborate with Aramark management team to maintain & elevate customer service, including developing processes, hiring and training talent, advertising services and building relationships with the client community. Works with the management team to ensure the Service Response Center operation is staffed appropriately to meet all performance requirements
Develops and leads a team of customer service operations staff members, including Customer Service Representatives & a TMA Clerk
Develops performance goals and objectives for the Service Response Center and monitors the achievement of those goals; ensure they abide by all company policies and procedures
Lead the delivery and implementation of all SRC-related applications and system-to system integrations
Customer Service/Communication Skills: talk, listen and help resolve conflicts with customers, must listen effectively to find the root cause of issues, communicate clearly and in a friendly way to solve the issue and keep the customer happy
Proactively gauge campus relations, helping to identify and implement strategic retention efforts
Display a calm demeanor when helping customers to resolve issues
Ability to solve customer issues, sometimes without seeing the actual problem first hand
Work with managers to prepare and communicate estimates of time and materials required to accomplish jobs. Ensure that continuous and closed loop communications take place with all requestors.
Work with multiple departments in setting up, tracking, and reporting Key Performance Indicators; provide feedback from the customer service experience to the management team and create goals to continuously improve operations
Participates in gathering customer metrics with potential involvement in communicating metrics to customers.
Monitors system performance, identifies and resolves issues, and provides overall quality and process improvements
Maintains professional and technical knowledge by tracking trends in call center operations and suggesting and implementing improvements