Customer Care Team Supervisor - REMOTE OPPORTUNITY!!
Company: Labcorp
Location: Burlington
Posted on: October 7, 2021
Job Description:
The
Customer Care Team is responsible for delivering a superior level
of customer service to internal and external customers. Customer
Care is designed to be a full-service department to streamline the
flow of information from our program management team to our end
users/participants and help provide a cutting-edge customer
experience. The Care Team conducts a variety of services and tasks
that help move the organization forward. As the supervisor of the
Customer Care Team you will have the opportunity to lead a diverse
team of dedicated customer service professionals while crafting an
innovative and empathetic strategy on how to service our
participants best! The Customer Care Team Supervisor should be
service driven, organized, and adaptive in an ever-changing
environment, while always keeping a positive, can-do
attitude!
Primary
Responsibilities:
- Lead a
growing team of employees to deliver top quality customer
service
- Manage
the development of customer service strategies to best support
LES
- Process
and analyze metrics monthly, weekly and daily in order to gauge and
track performance
- Analyze
trends and data to create a proactive customer care
strategy
- Collaborate with other departments to coordinate training for
Customer Care
- Think
critically through urgent team issues and develop solutions
accordingly
- Organize
a wide variety of projects each with different deadlines and
timelines
- Analyze
team structure and evaluate the best allocation of resources on a
weekly or monthly basis
- Master internal and 3rd
party applications to help
Customer Care automate and work efficiently
- Answer
customer support emails pertaining to screening results
- Answer
phones as needed and help solve any issues that may
arise
- Update
and manage our client and event databases
- Troubleshoot various technical issues and escalate as needed
within organization
- Other
duties as assigned
Normally requires an Associates Degree w/3-5 years experience in
Customer Service.
Preferred Qualifications
- Two
years of relevant leadership experience preferred
- Five
years of customer service experience preferred
- Bachelor's degree preferred
Knowledge|Skills|Abilities
- Sense of
urgency and the ability to respond to needs at a moment's
notice
- Ability
to adapt to new situations quickly and comprehend new tasks with
little training
- Critical
thinking skills
- Collaborative personality that is always willing to work
together to find the best and most efficient solution
- Handle
customer service complaints and resolve issue that may
arise
- Proficient in Microsoft Office Suite (Word, Outlook, Excel,
Access, Power Point)
- Above
average knowledge of Excel and formulas
- Knowledge of cloud-based telephony platforms
- Zendesk
experience is preferred but not required
Keywords: Labcorp, Burlington , Customer Care Team Supervisor - REMOTE OPPORTUNITY!!, Other , Burlington, North Carolina
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