Customer Service Supervisor

1 month ago

, United States Shield HealthCare Full time $30 - $34
Job DescriptionJob DescriptionSince 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Customer Service Supervisor for our Aurora, CO sales office. The customer service supervisor supports daily operations of the sales office and provides customer service to internal and external customers.

JOB RESPONSIBILITIES:

  • Supervises customer service staff
  • Monitors new business
  • Handles re-order business
  • Manages the bank deposits
  • Monitors appropriate I-Reports
  • Follow customer service complaints or escalated issues through resolution
  • Handles difficult customer issues
  • Complete Customer Resolution Form to document nature of customer complaints and submit to Area Manager monthly to become a part of a monthly Customer Service Report
  • Monitor and distribute work to ensure customer service level expectations are met
  • Monitors and delegates work in queues to meet established criteria for resolution.
  • Approve no charge samples as necessary to resolve customer concerns to their satisfaction
  • Maintain record of CSR absences and update E Time for payroll purposes
  • Identify training in-services that would be beneficial based on questions and requests from CSR’s
  • Work with ship not billed as assigned
  • Attend supervisor training for further development in management
  • Interviews, selects, ensures orientation, training, and when necessary, disciplines and/or discharges departmental personnel

QUALIFICATIONS:

  • 3-5 years supervisory experience
  • 3-5 years call center experience preferred
  • Ability to multi-task
  • Demonstrated problem solving ability
  • Excellent verbal and written communication skills
  • Ability to speak, read and write in English, Spanish preferred

PAY & BENEFITS:

  • $22-45/hour, typical starting pay $30-34/hour
  • Medical, Dental and Vision (Eligible first day of employment)
  • Flexible Spending Account
  • Life & Disability Insurance
  • 401(k) with Company Match
  • Vacation and Sick Days
  • Paid Holidays
  • Education Assistance

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.

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