Centers Health Care

Brooklyn, NY

Customer Service Supervisor

Posted 4 days ago

Job Description

Centers Laboratory is actively searching for a Customer Service Supervisor for our Laboratory in Brooklyn, NY.

Duties and Responsibilities:

  • Investigate customer's problems and find solutions.

* Manage phone system.

* Communicate with customers via phone, email, or letter.

* Provide scripts to read from during phone calls.

* Handle major incidents that cannot be resolved by agents.

* Resolve complaints and order issues.

* Ask customers to provide feedback on agents and customer service experience.

* Analyze data and statistics.

* Compile and print reports on overall customer satisfaction.

* Isolate and identify areas of improvement.

* Train agents on how to adequately address problem over the phone or how to write correspondence.

* Work with management on customer service initiatives.

* Updates job knowledge by participating in educational opportunities; reading professional publications;

maintaining personal networks; participating in professional organizations.

* Accomplishes organization goals by accepting ownership for accomplishing new and different requests;

exploring opportunities to add value to job accomplishments.

* Maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures; supervising staff.

* Initiate contacts with potential accounts

* Maintains contact with established accounts on a regular basis, either by phone or in person

* Stay informed about product lines, new tests, and the perpetual needs of the client

* Reports to Lab Manager all unusual and/or non-routine inquiries to ensure client satisfaction

* Maintain appropriate staffing for all customer service positions and make staffing recommendations

* Train or coordinate the training of all customer service staff

* Maintains a positive, client/patient focused attitude

* Investigates prolonged client service dissatisfaction for Lab Director and Lab Manager and recommends a course of action

* Prepare schedules for all customer service staff

* Accounts for sick time, hiring, and disciplinary action when needed

* Manage dispatch activities and ensure all stats are address timely.



Brooklyn, NY