Job description
POSITION SUMMARY
The Customer Service Supervisor II exercises discretion and independent judgment to successfully oversee the operations of their Customer Care Lead and Agents in multiple locations. Responsible for organizing, directing, coordinating, and delegating tasks and training new Customer Care agents. Assists in developing and documenting processes and acts as a knowledgeable resource for the team.
PRIMARY OBJECTIVES AND RESPONSIBILITIES
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Manages day-to-day operations of the Customer Care Leads and Agents.
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Develops, monitors, reports on, and refines departmental metrics, to ensure that Customer Care Agents meets goals and shows continuous improvement.
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Maintains process documents up to date to ensure relevance and effectiveness, and refines processes as needed. Additional requests/projects, as assigned by manager.
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Provides open, honest, and constructive feedback through strong interpersonal communication skills.
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Minimizes customer escalations through training and individual/professional development - striving for 100% ownership to the point of issue resolution.
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Advises on key issues, trends, customer expectations and recommends process improvements that will continually improve the level of customer service provided. Fosters open lines of communication with key stakeholders (Field organization, supervisor, peers, etc.)
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Analyze team’s daily performance indicators and communicate with employees, encouraging awareness and performance improvement by daily feedback, 1x1 meetings, and periodic reviews.
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Coaches staff in standard policies, procedures, and best practices.
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Provide leadership, guidance, and feedback on individual performance using virtual and side-by-side coaching, call monitoring and customer communication training.
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Resolves difficult and specialized customer relation situations, involving upset and dissatisfied customers requiring sensitivity and sound judgement. Takes action to resolve complaints expeditiously.
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Create and maintain employee work schedules for designated shifts.
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Contributes to production when needed.
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Other core expectations as defined and requested by your direct supervisor/manager.
QUALIFICATIONS
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Minimum 5 years Customer Service Supervisor experience to include but not limited to processing orders, forecasting, industry standard customer care procedures, compliance, and applicable requirements.
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Self-starter/ Positive attitude.
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Attention to detail.
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Able to work collaboratively across departments at various levels.
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Excellent verbal and written communication skills, organizational skills; ability to gain and comprehend product knowledge; Strong Microsoft skills, Windows, Word, Excel. Ability to navigate through systems.
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Possess a strong work ethic and team player mentality - demonstrate the ability to work independently and as a team to reach mutual team goals.
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A flexible work schedule is a plus.
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Health care industry knowledge is a plus.
KNOWLEDGE, SKILLS AND ABILITIES
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Strong Communication Skills: Ability to communicate effectively in both verbal and written formats. Attentive to the needs of the customers and responds quickly and competently to customer requests. Uses customer-oriented telephone etiquette to gather information. Great callers, establishes rapport and projects professional tone.
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Business Savvy: Easily identifies reasons for problems and can find effective solutions. Capable of facilitating discussions between individuals with differing perspectives. Committed to meeting quality standards. Solves complex problems by gathering and analyzing information and evaluating options.
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Product Knowledge: Solid knowledge of all products and solutions to explain product features and benefits, including competitive products. Understands the market, the customer and competition; applies independent judgment to recommend products for a given customer's situation
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Organization Skills: Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Plan and organize work to meet changing priorities and deadlines. Applies time management skills critical to success. Ability to work in a fast-paced and ever-changing environment. Perform highly detailed work on multiple concurrent tasks; work with constant interruptions.
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Relationship Building and Influence Ability to interact effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality. Establish and maintain cooperative working relationships with those contacted in the course of work.
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Strategic Vision: Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and leads team members to accomplish objectives.
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Computer skills: Entire MS Suite, Customer Relationship Management Software, and order management systems.
“This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.”
It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports.
Affirmative Action Policy Statements
You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.
Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, Employee Stock Purchase Program (ESPP) and wellness programs.
Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.
If you require assistance with your application, please contact
recruiting@agilitihealth.com.
Primary Job Location:
Corporate MN
Additional Locations (if applicable):
Hays KS Branch
Job Title:
Customer Care Supervisor II
Company:
Agiliti
Location City:
Eden Prairie
Location State:
Minnesota
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