Customer Service Supervisor

At The Beryl Companies, we partner with our healthcare clients to help build patient loyalty and revenue by creating an exceptional customer experience. We are an award winning employer of choice whose strength comes from our team members who take pride and ownership in the success of our company.  Beryl is dedicated to providing an excellent work environment that includes the empowerment of our people.  Visit www.beryl.net to find out why we have received numerous awards for being a great place to work!  People from around the nation call into our high tech call center looking for physician referrals and other healthcare related services. We're growing and need motivated professionals to join our team.  If you have a strong desire to provide superior customer service, we'd like to speak with you! 

 

 

PRIMARY FUNCTION

Selected candidate will have direct responsibility for the day-to-day operations of a team of advisors, including client satisfaction; coaching, motivating and ensuring that all quality standards are met. This position is also responsible for the development of a climate of superior customer service, and a high performing staff.  Supports positive morale in a changing environment.

 

SUMMARY OF ESSENTIAL JOB FUNCTIONS Responsible for providing team leadership to a customer-focused team who ensure that customers are satisfied, and their needs are fulfilled.Provides day-to-day supervision to a group of Call Advisors to maintain service level goals and performance objectives.In accordance with organizational goals, provides direction to team on activities and behaviors. Identifies and analyzes problems; plans tasks and solutions. Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.Recommends changes to improve efficiency and effectiveness. Recognizes team on accomplishments and achievement.Monitors calls and gives feedback to increase quality.This position will make recommendations for hiring, performance evaluation, training, work allocation, and problem resolution.As appropriate to the position, participates in the development of operating goals and objectives for the unit; recommends, implements, and administers methods and procedures to enhance operations.Lead the team in customer resolutions with optimum turn around times.Mentor and motivate team members to enhance skill level as part of the management succession program. Maintains and monitors records and reports pertaining to team performance.Recruit, hire, train staff, supervise, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action. Monitor & observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures.Coach and motivate direct reports and provide feedback to ensure performance objectives are being met. Be the primary point of contact for team member questions, issues and escalationsMaintains positive morale through effective motivation, communication and leadership.Communicates important information through team meetings, letters and e-mail as well as providing daily support for job-related questions and approvals. Coordinate efforts with other Team Leads to ensure consistent call coverage.Takes a leadership role in key committees and in planning/coordinating Center events and activities.Set the example of the Beryl Spirit and other core competencies to all Beryl coworkers.

 

QUALIFICATIONS AND REQUIREMENTSBachelor’s degree or 4+ years call center supervisory experience.Specific experience to include leadership skills and customer service experience in a call center environment, and a demonstrated positive approach to employee development, and conflict and problem resolution.Proficient in Microsoft Office Suite of products to include Word and Excel.Highly developed written and verbal communication skills.  Tactful and diplomatic coaching style required.Effective organizational/time management skills.Flexibility to work any shift.Bilingual - Spanish preferred.

 

PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk and hear.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, and color vision.

 

WORK ENVIRONMENT The 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.

 

The noise level in the work environment is usually moderate.