Customer Service Supervisor

Equal Opportunity Employer/Disability/Veterans

About Reliable Respiratory

Reliable Respiratory is a Durable Medical Equipment (DME) company that provides the highest quality level of service for patients in need of respiratory, diabetes, urology, and maternity support. Equipment provided includes, CPAPs, BiPAPs, AutoPAPs, nebulizers, oxygen equipment, ventilators, CGM devices, insulin pumps, and breast pumps.

Each patient is treated with professionalism, understanding, and attentive service. We care about our customers, work closely with the medical community, and have highly skilled staff ready to assist customers in receiving the best care possible.

Job Purpose

The Customer Service Supervisor is responsible for supporting the Customer Service team and assisting the department in maintaining maximum efficiency while providing patients the highest quality level of service.

Duties and Responsibilities

• Assist in holding the Customer Service team accountable for productivity and accuracy with goals
• Assist with setting, monitoring, and reporting key performance indicators regularly
• Assist in evaluating Customer Service team’s performance, writing reviews, and delivering disciplinary action as needed
• Assist in creating strategies and procedures to meet department and company goals, covering Customer Service team’s responsibilities as needed to reach goals
• Assist in developing, maintaining, and ensuring adherence to standard operating procedures for the Customer Service team, communicating updates and changes as necessary
• Coordinate and collaborate with other department managers to communicate company policy changes/updates as needed
• Coach, lead, and train individuals on the Customer Service team toward meeting individual and departmental goals, performing additional training as needed
• Coordinate ongoing training for third party representatives as needed
• Handle escalations regarding customer service and department specific issues
• Propose operational changes as needed
• Lead individual and team meetings as needed
• Assist in managing workload distribution relevant to specific department needs
• Display exemplary customer service in all interactions
• Other tasks and duties as required

Basic Qualifications

• 21 years of age or older
• Must be eligible to work in the United States and not require work authorization from us now or in the future
• Bachelor’s Degree required
• At least 1 year of work-related supervisory or management experience required
• Customer service focused supervisory or management experience preferred
• Medical supply/healthcare industry experience preferred
• Previous experience with prior authorization process preferred

Required Skills

• Effective and professional verbal and written communication abilities
• Great customer service skills
• Professional computer experience (especially Microsoft Office Suite)
• Ability to work independently to investigate and make decisions
• Strong attention to detail
• Outstanding organizational skills
• Ability to prioritize and complete work amidst interruptions in a busy work area
• Available during normal hours of operation
• Ability to comply with guidelines both internal and industry-imposed
• Bilingual in English and Spanish preferred

Competencies

• Computer Skills
• Verbal Communication
• Customer Service
• Problem Solving
• Ethics
• Organization Skills
• Productivity
• Results Driven

Work Environment & 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 regularly required to communicate and convey information with the appropriate parties. The job requires assuming a stationary position for long periods of time.
• This role routinely uses standard office equipment such as computers, phones, and printers/scanners.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This job operates in a professional office environment.
• The noise level in the work environment is usually moderate to loud.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Direct Reports – Customer Service team

Reliable Respiratory, INC participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.