Vacancy expired!
Available Openings 1PURPOSE AND SCOPE:Responsible for assisting Customer Service leadership team in the supervision of the Customer Service department. Ensures adequate staffing to provide excellent customer service.PRINCIPAL DUTIES AND RESPONSIBILITIES:
Assists Customer Service supervisor in staff training and mentoring, coordination and planning of daily activities.
Trains staff and provides input regarding hiring and performance appraisals.
Investigates re-occurring complaints and/or troubleshoots problem situations.
Schedules coverage for Customer Service Representatives and ensures back-up coverage when necessary.
Monitors floor to insure productivity.
Runs reports for trend analysis and provides course of action.
Works on projects as instructed by the Customer Service supervisor and Manager.
Initiates meetings with various Spectra department staff to share pertinent information in order to respond to customer concerns and complaints.
Determines methods and procedures on new assignments.
May act as an informal team leader and provides assistance to junior staff with support tasks that require considerable judgment and initiative.
May escalate difficult/complex issues to supervisor for resolution, as deemed necessary.
Assist with various projects as assigned by direct supervisor.
Other duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.PHYSICAL DEMANDS AND WORKING CONDITIONS :
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift up to 20 lbs.
Must be able to sit for an extended period of time.
Very little travel may be required.
EDUCATION :
High School Diploma required.
Some college and/or related training/experience preferred.
EXPERIENCE AND REQUIRED SKILLS:
4 – 6 years’ related experience.
Must have excellent communication skills.
Prior experience in medical/laboratory customer service setting.
Prior call center experience and/or multi-line phone system.
Prior experience with call center systems, including reporting.
Prior Lead/Supervisory experience preferred.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender IdentityFresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.
Vacancy expired!