Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Department: Operations
Reports to: Executive Director
EXPERIENCE QUALIFICATIONS: A self-starter requiring no oversight and the ability to make critical decisions based upon objective findings. Able to handle customer and employee complaints using established guidelines and common sense. The applicant must possess excellent written, verbal, and communication skills. Administrative Supervisor must be adaptable to a variety of working conditions and situations and must have an intimate knowledge of company policy and procedures, as well as local and state regulations that govern EMS. Three (3) years of field ambulance service and management experience preferred.
PHYSICAL EFFORT/WORKING CONDITIONS:
PAY AND BENEFITS:
ACCOUNTABILITIES:
This is a non-exempt supervisory level position in the operations section of
Riggs. This position makes supervisory level decisions including policy and procedure development and interpretation, disciplinary and staffing/scheduling decisions. This position focuses primarily on ground operations and works with the operations team on the overall goals of the organization. Within this general framework, this position is accountable for the following functions:
ADDITIONAL QUALIFICATIONS:
JOB RESPONSIBILITIES RELATED TO PATIENT PRIVACY
Access to Protected Health Information (PHI) will be limited to those who need access to PHI to carry out their duties. The following describes the specific categories or types of PHI specific to this job description.
Job Title
Description of PHI to be accessed
Conditions of Access to PHI
Administrative
Supervisor
All dispatch records, all patient care records.
May access only to the extent necessary to complete responsibilities.
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