Supervisor - Customer Service Representative

5 days ago

Spokane, Washington, United States Frontier Behavioral Health Full time

Job Summary:

The Customer Service Supervisor will lead, mentor, and develop assigned employees by participating in employee selection and hiring, training, coaching, and role modeling. The Supervisor will provide daily first-level problem-solving, cover staffing gaps as needed, and assist in resolving escalated customer concerns.

Key Responsibilities:

  • Problem Solving: Solve staffing issues related to sick calls and other absences.
  • Workforce Management: Allocate work assignments and ensure workflows and processes are adhered to in order to maximize efficiency and customer service.
  • Supervision: Conduct weekly or bi-weekly supervision sessions with each staff member assigned, keep a written log of supervision sessions.
  • Supply Management: Manage supplies for CSRs and clinical programs as requested.
  • Candidate Selection: Participate in interviewing and candidate selection for CSRs.
  • Collaboration: Collaborate with partner agencies in facilitating the needs and coordination requirements for shared clients.
  • Training and Support: Maintain identified workflows and assist in training and supporting other CSR team members in completing the required tasks.
  • Team Meetings: Participate in CSR team meetings and coordinate CSR quadrants, bi-annual trainings, open-lab CSR training, and manage on-boarding of new hires.
  • Program Knowledge: Demonstrate skill and knowledge related to large-programmatic functions and incorporate this into daily tasks of other CSRs.
  • Backup Coverage: Provide back-up coverage to the Manager as needed.
  • Communication: Watch over large components within a clinical program area and demonstrate effective communication skills in an effort to problem solve potential challenges.
  • CSR Coverage: Provide CSR coverage at any FBH location in the Spokane area as requested.
  • Customer Service: Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.
  • Active Listening: Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude, and empathy.
  • Customer-Centered Care: Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care.
  • Flexibility: Demonstrate flexibility in responding to change and in working with diverse groups and individuals and a positive, solution-focused perspective towards organization goals and when working with co-workers and staff.
  • Teamwork: Support and encourage a harmonious working relationship within and between departments and work with assigned teams to promote a safe and welcoming environment.

Requirements:

  • Education: High School Diploma or Equivalent
  • Experience: Two years general office experience
  • Management Experience: One year of management or leadership experience

Preferred Qualifications:

  • Education: College education or specialty certification
  • Industry Experience: Experience in the behavioral health industry

Knowledge, Skills, and Abilities:

  • Customer Service: Customer service experience and the application of active listening techniques are required.
  • Communication: Must have strong written and verbal communication skills.
  • Computer Skills: Experience with basic computer software, including but not limited to: operating systems, word processing, email, internet, and intranet is required.

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