Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Essential Duties and Responsibilities
Requirements
The Customer Service Supervisor should have significant experience with insurance requirements for payors such as Medicare, Medicaid and commercial plans related to the treatment of obstructive sleep apnea and COPD through PAP therapy. He / She also requires the ability to maintain effective relationships with referrals and clients. He/she should have general knowledge of business operations including basic HR principles, profit and loss and be able to problem solve. Must be able to delegate, plan, organize and communicate proficiently. The Customer Service Supervisor exhibits the ability to manage conflict, be adaptable and have a high stress tolerance. He/she can lead, influence and make decisions independently.
Performance Expectations
The Customer Service Supervisor will be responsible for the general operation management and financial performance of the sleep intake and customer service team.
Education and Experience Requirements
Minimum of high school diploma. Preferably to have higher education. Minimum of two (2) years’ experience in sleep therapy / DME. Two- (2) years’ experience in management or supervisory capacity required.
Skills
Must possess a high level of skill in management principles. Must have good interpersonal relationship skills in dealing with clients, patients and employees. Must exhibit strong verbal and written communication skills. Must consistently demonstrate fair and ethical business and management practices.
Mental Applications
Must be able to plan and organize work for effectiveness and efficiency. Must be able to effectively respond to change of work assignment, multi-tasking and frequent interruptions.
Accuracy
Must demonstrate a consistently high degree of accuracy in the accomplishment of daily activities.
Dexterity
Must have good fine motor skills and possess the necessary coordination and dexterity to operate computers, telephones, and sleep therapy equipment.
Computer Skills
Ability to utilize software solutions for data entry and analysis in addition to proficiency in Microsoft Office.
Working Conditions
This position will work in an office environment.
You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. to 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.
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