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Customer Service Supervisor

2 months ago

Boston, Massachusetts, United States Mass General Brigham Full time
Job Summary

We are seeking a highly skilled and experienced Supervisor to join our team at Mass General Brigham. As a key member of our Call Center operations, you will be responsible for leading a team of customer service representatives and ensuring that our patients and customers receive exceptional service.

Key Responsibilities
  • Supervise and lead a team of customer service representatives, providing guidance and support to ensure excellent service delivery.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Monitor and review phone call recordings to ensure high-quality service standards are met.
  • Collaborate with other departments to ensure seamless communication and coordination.
  • Assist with mentoring, corrective action, and performance evaluations for team members.
  • Adhere to customer service standards, demonstrating professionalism, alertness, and helpfulness to all patients, staff members, and customers.
Requirements
  • Bachelor's degree in a healthcare-related field or extensive experience in lieu of degree.
  • Strong customer service skills and ability to work independently and as part of a team.
  • Excellent communication and interpersonal skills, with the ability to read and write fluently in English.
  • Ability to use common sense, decision-making, and negotiating skills to achieve desired results.
  • Thorough knowledge of hospital and interdepartmental functions.
Working Conditions

This is a remote/work-from-home position, requiring internet access and a workspace free from others in the home. Casual business attire is required when onsite at Assembly Row to conduct onboarding of new employees.