Customer Service Supervisor

at  Weill Cornell Medicine

TITLE: CUSTOMER SERVICE SUPERVISOR

Title: Customer Service Supervisor
Location: Lower East Side
Org Unit: FDTC Access Center Mgmt
Work Days:
Weekly Hours: 35.00
Exemption Status: Exempt

Salary Range: $69,000.00 - $81,800.00

• As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

POSITION SUMMARY

Under direction, oversees the day-to-day activities of the department’s call center.

EDUCATION

• Bachelor’s Degree in related field

EXPERIENCE

Approximately 3-4 years of related experience.
Approximately 2 years of prior related experience in a customer service lead role.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated strong communication and interpersonal skills; demonstrated ability to interact with multiple constituencies and exercise “people skills”.
• Ability to exercise standards of professionalism, including appearance, presentation and demeanor.
• Ability to demonstrate excellent customer service skills in person, via email and on the telephone.
• Demonstrated leadership competencies, including ability to motivate staff, excellent organizational skills, and ability to work effectively as a member of a team, in a busy, fast paced environment.

• Participates in all day-to-day activities of the call center by providing support and back-up as needed.
• Troubleshoots patient and staff issues and escalates difficult situations.
• Advises staff of Key Performance Indicators (KPIs) to promote areas to improve services in keeping with standards of customer service. Develops and make recommendations to supervisor for new KPIs to improve monitoring of operations.
• Utilizes reports from the telephone system to review call center performance and overall management of call demand.
• Anticipates and arranges for coverage during vacation/sick/personal time.
• Develops and implements call center policies to improve operations and patient care. Analyzes and evaluates workflows to ensure maximum efficiency and patient satisfaction.
• Serves a subject matter expert in the use of the telephone system application. Assists staff in navigating the system, troubleshooting issues and improving efficiency.
• Oversees staff in the absence of, and as per the direction of, the Manager.