Owens & Minor Client Engagement Center Supervisor in Mechanicsville, Virginia
Directly supervises an inbound call customer care team and provides guidance and leadership to all Customer Care Representatives.Oversees day-to-day activities of the Client Engagement Center to ensure the efficient use of all resources.Maintains an environment conducive to achieving established performance goals and a balanced scorecard.
ESSENTIAL JOB FUNCTIONS:
1.Guides and coaches Client Engagement Representatives (CER) to provide the highest degree of friendly, helpful, enthusiastic, and professional customer care.
2.Monitors incoming call volume to ensure the fullest attention to calls waiting and maintains appropriate levels of urgency during peak periods.
3.Assists with call volume as needed, handles escalated phone calls as well as complex billing issues for customers.
4.Supervises all call center activities and teammates during hours of operation.
5.Monitors daily call center performance, teammate issues, and scheduling requirements.
6.Manages workload and reports performance statistics to Managers.
7.Trains, monitors, coaches, and develops customer care teammates on customer contact skills, cross sell skills and supporting IT systems.
8.Administers appropriate and timely feedback to team members.
9.Applies comprehensive knowledge of company policies and procedures to support representatives, handle customer appeals, and investigates all manner of customer inquiries and issues.
10.Acts as subject matter expert (SME) assisting CERs in resolving client issues and questions.
11.Ensures timely follow-up and follow through communication with customers and escalates issues as required to coordinate optimal resolutions.
12.Opens and/or closes the call center.
13.Maintains comprehensive and thorough knowledge of all call center procedures and processes and all company products, services, policies, procedures, and supporting IT systems.
SUPPLEMENTAL JOB FUNCTIONS:
1.Performs additional duties as directed.
EDUCATION & EXPERIENCE REQUIRED:
1.High School diploma required; Bachelor's Degree preferred
2.Six years of customer service experience required; supervisory experience preferred
3.Or equivalent combination of experience and formal education combined to meet requirements
4.Internal Customer Service Certification Required.
KNOWLEDGE SKILLS & ABILITIES:
1.High level of business acumen with ability to assess risk and make decisions for customer issue resolution
2.Demonstrated ability to use knowledge in decision making to reduce risk of errors
3.Proven technical proficiency in the use of existing tools and process(Excel, Access)
4.Excellent organizational skills including prioritizing multiple projects/demands and working with minimal supervision
5.Ability to research and analyze complex issues including clear communication to external parties (vendors and customers)
6.Ability to effectively work with all levels of field sales and operational management and corporate management, customers and vendors for resolution of issues
7.Professional presence in vendor and/or customer meetings or conference calls
8.Superior written and verbal communication skills required including the ability to diffuse tense situations involving irate customers
9. Ability to handle multiple tasks in a fast-paced environment
10. Strong analytical, problem solving, and organizational skills
11. Strong leadership and coaching abilities with the ability to provide constructive, developmental feedback
12.Open to coaching, feedback, and development
13.Functions individually and as part of a team
14. Ability to identify needed improvements to processes
15. Works well individually or as part of a team, as directed
1.Ability to travel up to 10%