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Customer Service Support Supervisor in Los Angeles, CA at Joerns Healthcare

Date Posted: 4/14/2018

Job Snapshot

Job Description

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.
 
We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.
Benefits

At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.
Position Summary

The Customer Service Support Supervisor will be responsible for the daily responsibilities of the customer service support team which are focused on an exceptional customer experience through first call resolution and operational excellence.

Job Requirements



  • Be a champion of exceptional customer experience via omni-channel approach
  • Drive operational success in conjunction with first call resolution
  • Supervise all daily activities of the customer service support team
  • Maintain all phone and non-phone SLA’s within established goals
  • Support a total quality management strategy related to operational processes and procedures
  • Provide education, consultation and support to staff and customers
  • Monitor calls for quality assurance fostering continuous improvement and exceeding service level performance
  • Maintain customer expectations regarding order tracking
  • Assist in investigation of service failures as needed to determine root cause
  • Maintain team focus and urgency on customer related inquiries
  • Maintain close inter-departmental communications and provide follow up on identified corrective actions as necessary
  • Maintain a safe, positive and productive environment for associates while upholding company’s culture and values
  • May be required to travel
  • Other duties may be assigned due to changing business needs

Required Education

Associates Degree, AND Three (3) years management experience, OR Any appropriate combination of education and experience
Required Skills & Experience

  • Proficient with MS Office: Word, Excel, PowerPoint, and Access
  • Strong organization and time management skills
  • Data entry speed Minimum 45 wpm
  • Ability to learn and adapt quickly to changing priorities
  • Develop procedures and ensure compliance
  • Relevant knowledge of industry specific experience
  • Professional verbal and written communications
  • Communicate with people of diverse social and cultural backgrounds
  • Ability to multi-task and enjoy fast paced environment
  • Must be an individual contributor with A “can-do” attitude
  • Must be available to work overtime and weekends to meet the needs of the business.

Preferred Skills, Experience & Education

  • Experience with SAP and SalesForce.com

Joerns Healthcare is an Equal Opportunity Employer