Customer Service Supervisor - (Hybrid Role in Elkridge, MD)

at  Acentra Health

POSITION OVERVIEW

At the heart of our customer service excellence, the Customer Service Supervisor stands as a vital pillar, orchestrating the synergy of our operations. This role is more than supervisory; it’s about being a visionary leader and mentor to our Customer Service Representatives. By championing strict adherence to our rigorous quality and timeliness Service Level Agreements (SLAs), the Supervisor ensures our team not only meets but surpasses our standards. More so, this position is instrumental in nurturing a culture of unparalleled excellence and continuous professional development.
As a Customer Service Supervisor, you’re not just overseeing operations; you’re crafting the future of customer service excellence and team growth, making an indelible mark on our organization and the communities we serv

JOB RESPONSIBILITIES

• Quality Assurance and Monitoring: Regularly review service calls to assess employee performance in terms of demeanor, technical accuracy, and adherence to company policies and contract stipulations. Lead internal quality assessment initiatives.
• Problem Resolution and Customer Satisfaction: Address customer complaints efficiently, adhering to contract guidelines and company policies, and recommend effective solutions.
• Communication and Information Dissemination: Ensure that all team members are updated with the latest information regarding products, procedures, customer requirements, and any changes within the company.
• Workflow Management: Assist in establishing work procedures, scheduling, and workflow optimization to enhance efficiency.
• Complex Issue Consultation: Collaborate with management on intricate or unprecedented issues requiring decisive judgment.
• Contractual Compliance: Guarantee that the customer service aspects of all assigned contracts are fulfilled.
• Team Building: Play a key role in fostering team unity and a culture of positivity.
• Relationship Management: Skilled in handling contract negotiations and maintaining positive relationships with providers.