Client Services Supervisor
2 weeks ago
Joining Akina means entering a workplace where effective communication, practical decision-making, and accountability are paramount. We are dedicated to empowering our team members and cultivating a culture of growth and support. If you are inspired by the opportunity to make a significant impact and are looking for a dynamic, caring environment, we encourage you to explore the possibilities that await you at Akina Pharmacy. Together, let’s foster a healthier, happier community.
You will thrive here if you resonate with Akina's Core Identity Values:
- Excellence Always
- Go-Getter's Unite
- Compassion For All
- Called To Serve
- Lead + Manage = Accountability (L+M=A): Direct and oversee the customer service team to achieve outstanding service standards, ensuring team members are accountable for their performance and embody the company's core values. This entails establishing clear expectations, providing constructive feedback, and nurturing a culture of excellence and continuous improvement.
- Strategy and Planning: Formulate and execute customer service strategies that align with the organization’s objectives. This includes evaluating customer service metrics to pinpoint areas for enhancement, planning resource distribution, and establishing both short-term and long-term goals for the customer service division.
- Team Development and Training: Recognize training needs and opportunities for team advancement. Implement training initiatives to elevate the skills and knowledge of customer service representatives, ensuring the team is adept in product knowledge, communication skills, and the utilization of necessary technology or software (eQMS, CRM, EHR, etc.)
- Customer Experience and Satisfaction: Supervise the management of customer interactions across all platforms to guarantee a consistent and high-quality customer experience. Develop policies and procedures to boost customer satisfaction and personally address complex customer complaints or issues when necessary.
- Meeting or Exceeding Individual and Departmental Metrics: Oversee defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails/chat requests handled, and order transactions completed, while maintaining an exceptional customer satisfaction rating and adhering to service, productivity, and quality objectives.
- Net Promoter Score (+80)
- Customer Retention Indicator (+85%)
- Average Hold Time (
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