Supervisor, Customer Services
About The Position
The Customer Service Supervisor is responsible for the efficient day-to-day operations of the Customer Services department including providing work direction, expertise, and guidance to the staff. Ensures proper training and employee competencies are performed and submitted according to the deadlines. Conducts department meetings, and individual meetings with all staff to address corrective actions, employee concerns, suggestions, client issues, and process improvements. Assists the Customer Service Director in maintaining and improving the department’s quality metrics. Responsible for maintaining and revising the department Standard Operation Procedures. Manages, reviews, and approves employee timecards and time off requests. This role is also responsible for supporting and resolving elevated situations which cannot be resolved by Customer Service Specialist I, II, III, or Lead.
Requirements
- Minimum of 6 years previous customer service experience.
- In-depth understanding of clinical data and ability to convey sales & marketing messages.
- High level of accuracy and attention to detail.
- Ability to adapt to changing procedures, policies, and work environment.
- Ability to work in a fast-paced team environment.
Nice To Haves
- Minimum 5 years in healthcare or a clinical reference laboratory a plus.
Responsibilities
- Providing work direction, expertise, and guidance to the staff
- Ensuring proper training and employee competencies are performed and submitted according to the deadlines
- Conducting department meetings, and individual meetings with all staff to address corrective actions, employee concerns, suggestions, client issues, and process improvements
- Assisting the Customer Service Director in maintaining and improving the department’s quality metrics
- Maintaining and revising the department Standard Operation Procedures
- Managing, reviewing, and approving employee timecards and time off requests
- Supporting and resolving elevated situations which cannot be resolved by Customer Service Specialist I, II, III, or Lead
Benefits
- competitive salary
- company paid medical, dental, vision and life insurance coverage
- 401(k) with company match
- generous employee discounts
- a casual, but driven work environment
- the ability to make a real difference as a key contributor to our growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
51-100 employees
