Job Description
Supervisor, Customer Service Management
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locations
TX-Texas-Work from Home
time type Full time
posted on Posted Today
job requisition id 20130982
What Customer Service Management contributes to Cardinal Health
- Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
- Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.
Job Summary
The Customer Service Supervisor directly supervises staff that are performing intake services for the pharmacy. This position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal standard operating policies. Through effective supervision, the Customer Service Supervisor contributes to high quality customer service and long-term retention of customers.
Responsibilities
- Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.
- Coaches team members on client questions and assists with the most complex issues. Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.
- Oversees staffing requirements, coordinates employee work schedules, and approves vacation and sick days.
- Communicates regularly with clients to report on the performance of the customer service team and to discuss customer needs and concerns.
- Meets regularly with the Customer Service Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.
- Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures team’s alignment on new APS Center policies and procedures.
- Plan, assign, and direct work daily in conjunction with team leads while resolving day-to-day problems using defined processes.
- Serve as an escalation point of contact for employees, patients, and providers to resolve issues
Qualifications
- 4-8 years of experience
- BA, BS or equivalent experience in related field