What are the responsibilities and job description for the Customer Service Supervisor position at Shield California Health?
Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.
Shield HealthCare is looking for a Customer Service Supervisor for our Ontario, CA sales office. The customer service supervisor supports daily operations of the sales office and provides customer service to internal and external customers.
JOB RESPONSIBILITIES:
- Supervises customer service staff (CSR)
- Monitors CSR hold screens in Core2 and Pipeline report to ensure timely follow-up and shipment of new business orders
- Process new orders when needed
- Assigns 5-day call backs/5-day no doc and assists in completion when needed
- Handles re-order business
- Responsible for handling petty cash and submission of monthly reconciliations
- Orders office supplies for the sales office
- Manages the bank deposits
- Monitors appropriate reports to ensure CSR and Sales teams meet performance KPIs
- Monitors phone queue volume and assist with calls to ensure low abandonment rate
- First point of contact for customer and referral escalation calls
- Ability to communicate KPIs and identify trends to support improvements, change, and decision making
- Approve no charge samples as necessary to resolve customer concerns to their satisfaction
- Complete Customer Resolution Form to document nature of customer complaints and submit it to Area Manager monthly to become a part of a monthly Customer Service Report
- Monitor and distribute work via Right Fax and Enterprise Workflow to ensure customer service level expectations are met
- Monitor relevant provider, insurance, and referral portals to ensure timely follow-up on orders and documentation
- Maintain record of CSR absences and update ADP for payroll purposes
- Identify training in-services that would be beneficial based on questions and requests from CSR’s
- Perform monthly QC of CSR calls (inbound/outbound) for purpose of CSR development and process adherence
- Ensures monthly Shipped Not Billed is assigned, worked, and billed
- Collaborate with Area Manager about process improvements to ensure operational success of the Sales Office
- Attend supervisor training for further development in management
- Interviews, selects, ensures orientation, trains, and when necessary, disciplines and/or discharges departmental personnel
- Completes and conducts 90-day, annual performance reviews for team, setting goals and expectations
- Partners with Area Manager to ensure all office postings are current and compliant
- Manage team performance as required, communicating and elevating HR related matters to corporate HR and partnering with HR as needed
QUALIFICATIONS:
- College degree in Business, Accounting, Finance, Economics, or Management preferred
- 3 years supervisory experience, preferably in a customer service/healthcare environment
- Proficient in Microsoft Office 365 suite
- Excellent verbal and written communication skills
- Strong project management and organizational skills
- Ability to work in a team environment
PAY & BENEFITS:
- $30-36/hour
- Medical, Dental and Vision (Eligible first day of employment)
- Flexible Spending Account
- Life & Disability Insurance
- 401(k) with Company Match
- Vacation and Sick Days
- Paid Holidays
- Education Assistance
Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.
Salary : $30 - $36