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Customer Service Supervisor
Location
United States
Posted
55 days ago
Salary
$59K - $98K / year
Seniority
Senior
Job Description
Customer Service Supervisor
Guidehouse
• Directly supervise daily and weekly goals as assigned by the manager. • Monitor staff-level trends and provide feedback to the Customer Service Manager. • Monitor staff time and attendance. • Provide monthly staff performance reviews. • Build and manage staff performance improvement plans. • Assist in dialer configuration logic. • Alert the customer service analyst to real-time swings outside of acceptable variation. • Provide at-the-elbow support to all customer service representative staff. • Facilitate team huddles. • Review department call statistics and reports and discuss findings collectively and individually. • Review staff quality assurance findings and meet with staff to reinforce training. • Ensure department job aid, procedures and training materials are updated, where necessary. • Approve patient budget plans. • Resolve escalated patient complaints and return patient calls. • Facilitate resolution by referring the matter to the issue/content expert. • Communicate with other organizational departments to ensure proper handling of patient accounts. • Communicates unresolved issues to management timely and performs other duties as assigned by manager or director. • Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure
Job Requirements
- Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree)
- Five years of prior relevant experience in Customer Service, Leadership, or Banking
- Of the five years of relevant experience required, a minimum of two years must include people management experience
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Position may be eligible for a discretionary variable incentive bonus
- Parental Leave
- 401(k) Retirement Plan
- Basic Life & Supplemental Life
- Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Emergency Back-Up Childcare Program
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