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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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