CUSTOMER CARE SUPERVISOR

Job Description

Job Description

Description : Position Overview :

The Customer Care Supervisor is responsible for overseeing the day-to-day operations of the Customer Care Department. This position will be required to maintain high service levels and a positive experience for all customers. The Customer Care Supervisor will need to be able to provide recommendations to Department Manager for any changes that may need to occur in the department from staffing of employees, process changes needed and system enhancements. The Customer Care Supervisor manages the Customer Care Department in the Manager's absence.

Essential Job Functions :

• Manage overall administrative activities for the Customer Care Department
• Maintain confidentiality of sensitive and confidential information
• Maintain a positive customer experience when interfacing with our company
• Provide reporting of the day-to-day activities in the department for Manager review
• Review, approve, and submit employee timecards
• Write and conduct employee performance evaluations
• Manage to maintain a high level of energy and morale within the department
• Manage employee recognition and discipline / coaching
• Monitor calls to ensure Customer Satisfaction
• Handle escalated calls with patience and professionalism
• Input notes on each patient account that have been worked
• Maintain working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursement
• Work closely with other Department Managers to ensure we are meeting company goals and clients are receiving great service
• Available 24 hours a day / 7 days a week, including evenings, weekends, and holidays, to provide support for staff and clients

Requirements :

Minimum Qualifications :