Supervisor Customer Support

Gainwell Technologies LLC•Any city, OH

16d•$48,400 - $69,200•Onsite

About The Position

It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development. Summary Your role in our mission Essential Job Functions Assists less experienced service center representatives resolve complex customer questions. Researches complex customer inquiries and responds to appropriate parties in a timely manner. Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience. Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements. Provide occasional phone coverage when required. Interfaces with team members, management, and customers in reference to customer service issues. Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management. Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement. Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff. Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and the work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager. Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelor's degree in business management or related field preferred Six or more years of customer service experience Two or more years of leadership experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with help desk software Other Qualifications Good business and analytical problem solving skills Strong communication skills Ability to work independently Ability to follow oral and written directions Work Environment Office environment May require shift work What we're looking for What you should expect in this role The pay range for this position is $48,400.00 - $69,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Requirements

Bachelor's degree or equivalent combination of education and experience
Six or more years of customer service experience
Two or more years of leadership experience
Experience working with organizational functions and personnel
Experience working with fax machines, computer software, and telephone technology
Experience working with help desk software
Good business and analytical problem solving skills
Strong communication skills
Ability to work independently
Ability to follow oral and written directions

Nice To Haves

Bachelor's degree in business management or related field preferred

Responsibilities

Assists less experienced service center representatives resolve complex customer questions.
Researches complex customer inquiries and responds to appropriate parties in a timely manner.
Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.
Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.
Provide occasional phone coverage when required.
Interfaces with team members, management, and customers in reference to customer service issues.
Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.
Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
Recommends and/or initiates the selection and hiring of employees.
Trains and evaluates employees to enhance their performance, development, and work product.
Addresses performance issues and makes recommendations for personnel actions.
Makes recommendations for salary increases, transfers and terminations to manager.