Customer Care Center Team Supervisor

Remote

Full Time

Customer Care

Mid Level

This is a Hybrid/Remote Role in the state of Utah

The Customer Care Center Team Supervisor oversees and assists customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Supervisory Responsibilities:

Interview and recommend applicants for hiring entry-level customer service employees.
Coach and train employees in the company’s customer service policies, procedures, and best practices.
Conduct 1:1 meetings with direct reports to set goals, improve performance, and provide feedback
Coordinate within various company departments to ensure staff are informed and aware of changes and improvements
Organizes and oversees the schedules and work of assigned staff.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Ensure escalated inquiries are handled and resolved appropriately.
Oversee tools that team uses such as NICE inContact, Intercom chats, Knowledge Base, etc.
This is a hybrid position allowing the employee to work from home or from the office. It is expected to come into the work office as needed generally, two (2) times each month

Duties/Responsibilities:

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
Monitors or reviews calls, chats, emails or other correspondence between representatives and customers.
Manage a team in hybrid work environment where representatives are working remotely and coming into the office a minimum of two (2) times per week.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service teams performance.
Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service management or other appropriate staff.
Assists with budget preparation for the Customer Service department.
Performs other related duties as assigned.
Oversee projects and tools that help improve productivity, knowledge, workflows, KPI’s and goals.

Required Skills/Abilities:

Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.

Education and Experience:

Bachelors degree preferred.
At least three years of customer service experience required.
Preference for three plus (3+) years prior supervisory experience.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

About AAPC:

AAPC (www.aapc.com) is the world’s largest and fastest-growing training, certification, and solutions association in healthcare.

AAPC Values:

DRIVEN | Self-starts and stays highly motivated to achieve ambitious goals. Shares contagious energy and enthusiasm liberally. Takes initiative without always being directed. Demonstrates confidence in decision-making and effectively balances autonomy and authority with accountability.

HUMBLE | Learns, adapts, and improves relentlessly. Seeks feedback without insecurity and implements coaching. Recognizes others' contributions gratefully. Approaches work and relationships with an abundance mentality. Places the needs of others above self.

TRANSPARENT| Integrity-centered, honest, truthful, and trustworthy in all aspects of work. Keeps commitments to external and internal parties. Holds self strictly accountable, valuing the trust placed in them by others.

SUPPORTIVE | Empowers and uplifts others. Listens actively and responds with empathy and understanding. Prioritizes well-being and growth of team members and customers ahead of own interest. Faces challenges together, believing in collective strength and unity.

INNOVATIVE | Entrepreneurial spirit with a scrappy mentality. Dreams big, sees opportunity, pursues full potential, and finds ways to accomplish the impossible. Rolls up sleeves and does real work. Works quickly, intelligently, and flexibly.

AAPC is an Equal Opportunity Employer.
This company is committed to fairness and equal opportunity in our hiring practices. We do not discriminate on grounds unrelated to a candidate's ability to perform the duties of the job. Our focus is on finding the best person for each role, based on merit and fit, to ensure success both for our company and for the individual’s professional growth.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

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