Client Services Supervisor and Trainer

1 week ago

Colorado Springs, United States Ascend Clinical Full time
Job DescriptionJob DescriptionClient Services Supervisor and Trainer (Clinical Laboratory - Call Center)

Locations: Colorado Springs, CO (Onsite)

Why Ascend?

Come work for a company that is transforming the industry

We are Eurofins Ascend Clinical, LLC., one of the highest volume clinical laboratories in the United States. With the use of the most advanced tools and technology, we process millions of tests each month. For over 30 years, we have been delivering industry-leading service and excellence in testing. At Ascend, we are relentless about innovation and growing to pioneer the future of clinical and environmental laboratory testing.

Ascend is unlike most companies, offering the discipline of a healthcare leader and the mentality of a tech startup. As a company that is on the leading edge, we are seeking individuals with a similar mindset who enjoy a dynamic, fast-paced environment.

Job Summary:

The Client Services Supervisor ensures the successful onboarding of new staff as well as the ongoing performance success of the team. This individual will support our clients by developing and delivering training to ensure Client Services staff members are knowledgeable about all new products, testing, and internal processes. Ascend’s Client Services Supervisor will assist in investigating and solving product and service complaints. They will have a foundational understanding of call metrics and call arrival patterns in the contact center.

Responsibilities:
  • Supports Client Services staff in daily tasks along with the support of Client Services Manager
  • Creates, implements, and maintains staff training program and tools for scaling training
  • Identifies opportunities for continued education and implements delivery and subsequent measurement of success
  • Helps to create and update knowledge base to support the training and development of Client Services staff
  • Serves as a subject matter expert on LabCheck, SOFT, and other applications for Client Services teams
  • Maintains accurate documentation of client interactions, activities, processes and issue resolution
  • Provides design and implementation feedback for new software and process initiatives
  • Collaborates cross-functionally to resolve issues, answer questions and triage client resolution
  • Acts as a back-up for Client Services Manager and other Client Services Representatives when necessary
  • With the support of Client Services Manager, conduct regular quality assessment to refine and improve training on identified themes
  • Will coach Client Services staff on accuracy of query resolution and measure improvement
Qualifications:
  • High School Degree or GED required, Bachelor’s degree preferred
  • Minimum 1-2 years of experience in supervisory or lead in shared service center or healthcare environments preferred
Compensation:
  • $10/hr-$99/hr
  • Compensation may vary for different individuals in the same role based on several factors, including but not limited to individual competencies, education/professional certifications, experience, and performance in this role 
Benefits:

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work.  We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

Ascend is an Equal Opportunity Employer - M/F/Disabled/Veteran

Eurofins Ascend Clinical, LLC is committed to promoting an equal employment opportunity workplace environment and is an equal opportunity employer. It is the policy of the company that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, citizenship, pregnancy, genetic information (GINA), disability, military and/or veteran status, and/or any other status protected by applicable Federal, state, or local law.  The company’s policy is to recruit, hire, train, promote and administer all employment-related matters on the basis of an individual's qualifications, abilities and efforts without regard to protected status.
 

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