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Supervisor, Customer Service in Seven Hills, OH at KEPRO

Date Posted: 6/7/2018

Job Snapshot

Job Description

KEPRO

JOB DESCRIPTION

JOB TITLE:           Supervisor, Customer Service

REPORTS TO:      Manager, Operations

DEPARTMENT:  Operations

FLSA STATUS:     Exempt

Summary Description

Responsible for supervising the day-to-day operations of the customer service functions to successfully meet contract deliverables.

Accountabilities

  • Assists in the training of customer service staff and conducts customer service staff performance management sessions.
  • Monitors and supervises daily workload of customer service areas, ensuring performance standards are met.
  • Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria.
  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company/contract policies. Conducts internal quality monitoring activities.
  • Answers questions and recommends corrective action to address customer complaints within contract guidelines and KEPRO policy.
  • Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Assists in determining work procedures, work schedules, and expedites workflows.
  • Consults with management staff on complicated or complex unresolved issues or  precedent setting decisions.
  • Ensures customer service-related deliverables of all assigned contracts are met.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time

Qualifications

  • Education (general level if required) or specific courses         
  • Associate’s Degree required.
  • Bachelor’s Degree preferred. 

Knowledge, Skills, Abilities

  • Ability to identify and resolves problems in a timely manner, gather and analyze information skillfully; work well in group problem solving situations and maintain a calm demeanor in difficult situations.
  • Adept at dealing with contract and provider relationships.
  • Customer service focused: Able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.
  • Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
  • Contributes to building a positive team spirit.
  • Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook). 
  • Proficient in call center technologies/customer service management systems.

Experience        

  • Four years experience in a call center environment.
  • One year experience in a supervisory role.
  • Experience in a healthcare or insurance environment strongly preferred.

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

Equal Opportunity Employer

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