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Supervisor, Customer Service in Scarborough, ME at KEPRO

Date Posted: 2/17/2018

Job Snapshot

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 thecustomer service functions to successfully meet contract deliverables.


  • Assists in the training of customer servicestaff and conducts customer service staff performance management sessions.
  • Monitors and supervises daily workload ofcustomer service areas, ensuring performance standards are met.
  • Reviews phone data to monitor the customerexperience and representatives statistics in order to maintain appropriatecriteria.
  • Monitors service calls to observe employeedemeanor, technical accuracy, and conformity to company/contract policies.Conducts internal quality monitoring activities.
  • Answers questions and recommends correctiveaction to address customer complaints within contract guidelines and KEPROpolicy.
  • Communicates and follows up to ensurerepresentatives 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, workschedules, and expedites workflows.
  • Consults with management staff on complicated orcomplex unresolved issues or  precedentsetting decisions.
  • Ensures customer service-related deliverables ofall assigned contracts are met.

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


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

Knowledge, Skills,Abilities

  • Ability to identify and resolves problems in atimely manner, gather and analyze information skillfully; work well in groupproblem solving situations and maintain a calm demeanor in difficultsituations.
  • Adept at dealing with contract and providerrelationships.
  • Customer service focused: Able to respondpromptly 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 ornegative 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/customerservice management systems.


  • Four years experience in a call centerenvironment.
  • One year experience in a supervisory role.
  • Experience in a healthcare or insuranceenvironment strongly preferred.

Mental and PhysicalRequirements        

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

Equal Opportunity Employer


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