What are the responsibilities and job description for the Client Services Supervisor position at NeoGenomics Laboratories?
Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety of HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!NeoGenomics is looking for a Client Services Supervisor based out of our office in Aliso Viejo CA who wants to continue to learn in order to allow our company to grow.Schedule: Monday to Friday Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.Position Summary:The Client Services Supervisor is responsible for hiring, training, scheduling, workload leveling, site, team, and individual performance, mentorship/coaching, daily support of department assignments, client complaints/Voice of the Customer (VOC), client management, and site administration. The Supervisor also collaborates with, and supports the, leadership team and Advocates across sites to ensure best practices and that all service levels are met.Core Responsibilities:
- Must remain accessible, and is required to be in the Client Services Queue during working hours
- Helps to build, promote, and develop a strong service culture and dedication to personalized service to ensure client satisfaction
- In the absence of the Manager, performs necessary Manager functions
- Supervises and monitors Advocate activities for proper workload management; includes timely incident, email, fax handling, and prioritization to meet customer expectations
- Responsible for hiring, training, coaching, and supporting Advocates and Leads as they provide support for customers
- Ensure employees are abiding by the Employee Handbook
- Collaborates and aids the Workforce team as needed to ensure maximum adherence to schedules and assignments. Alters job assignments, breaks, and lunch schedules as necessary to maintain an efficient workflow to meet or exceed service levels
- As needed, provides on-the-job training to employees on company and department policies, procedures, techniques, equipment, and systems (including new hire training and employee shadowing)
- Monitor and evaluate individual performance, provide individual performance feedback, and complete individual mid-year and annual reviews for assigned personnel
- Manages and approves Service Now tickets and ensures the team has necessary equipment
- Leads weekly team huddles. This includes collaboration with management on which topics and educational opportunities should be addressed, training on new products, and setting department expectations as needed
- Stays up to date on new test offerings and procedure changes
- Provides suggestions for internal system and workflow improvements that increase efficiency and the quality of work performed within the department
- Continually evaluates CS SharePoint, guides, and training presentation content to ensure it stays relevant and current
- Supervises and maintains quality and productivity objectives along with other key indicators on a routine basis
- Communicates daily production and quality performance trends to the CS Leadership team
- Assist advocates with all escalated tasks, and identifies appropriate client issues for escalation to Management and Sales; Responsible for VOC Client Complaint call escalation, documentation, and resolution
- Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues, and works to resolve issues with other departments
- Escalates and problem-solves interdepartmental issues to maximize client satisfaction
- Assists Leadership in leading and implementing process improvements within the department, implementing and meeting departmental goals
- Assists with routine call auditing for training and quality purposes as needed
- Other duties as assigned by the Manager of Client Services or Director of Marketing and Business Development
- High School Diploma or equivalent education and experience required. Bachelor’s degree preferred.
- 2 years of relevant experience required
- Experience in leading or mentoring peers
- Excellent typing and data entry skills
- Proficient with MS Office programs and database management
- Strong knowledge of NeoGenomics lab and commercial processes and testing preferred
- Highly focused on service orientation
- Ability to adapt to changing procedures, policies, and work environment based on the needs of the business
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Ability to maintain composure and a positive attitude under pressure or while handling stressful situations
- Strong organizational skills, attention to detail, and follow up skills
- Ability to work independently and as a team player
- Must be willing to work in a fast paced, multi-tasking environment and maintain production and quality standards
- Ability to handle stressful situations and demonstrate a potential for strong problem solving skills