Customer Service Supervisor

We're currently recruiting on behalf of our client for the role of Client Services Supervisor. Reporting to the Sr. Director of Operations, as manager of up to five people, you are the direct line manager to the client services team.


What you'll do:


Ensure client requests are responded to appropriately and meet/exceed company expectations.
Address internal and external stakeholder complaints and resolve problems.
Support the implementation of new clients, which includes: creation, compilation and distribution of materials necessary for seamless implementation and client growth.
Develop and maintain relationships with existing and new clients though phone, email, and face-to-face contact in a call/service center environment operating 24/7.
Assist with collections, billing, AR, customer service across company brands as appropriate, and as assigned.
Serve as the subject matter expert on systems used in daily client service, which include but are not limited to: claims adjudication system, Salesforce, and Microsoft Office Suite.
Oversees the client services team, including but not limited to employee: interviewing, evaluation, on-boarding, attendance, scheduling, workflow, training, position skills development, and discipline.
Understand the data relationship of daily operations and call center activity in order to create data-driven decision- making and processes.
Work collaboratively with all stakeholders to achieve call center objectives; serving as the Subject Matter Expert (SME) to Call Center processes, procedures and policies
Guide, coach, monitor, and mentor/groom Client Service Representatives for enhanced customer service.
Responsible for gathering, compiling information; analyzing historical trends in order to report call data, and ensure the right level of resources are available to meet client demands, required service levels, and business agility.
Understand, drive, and monitor Key Performance Indicators and Quality metrics; enforcing Company policies and procedures, and reporting daily, weekly, and monthly operations results as assigned.
Assist in identifying process improvements, fact-finding, quality assurance efforts, and acts as a solution provider implementing best practices, and ensuring all business systems and functionality are being used to the fullest.
Effectively uses verbal and written communication skills to convey business concepts, strategies, operational conditions, and other information; communicates changes, enhancements, modifications as assigned.
Provide ideas and input into the implementation of internal controls, procedures, policy development and documentation; participating in the QA of business solutions to ensure features and functions have been enabled, optimized, and correctly fit business needs.
Be available as a support resource for escalations from client services team/call center transactions.
Represent the organization in a positive and professional manner; properly observing HIPAA and PHI standards.

About you:


Strong problem solving skills, high attention to detail, and an efficient ability to multitask.
Highly developed analytical skills and ability to comprehend and process large amounts of data.
Independent and action driven with strong critical thinking and problem solving skills and the ability to understand and focus on prospect and client perceptions.
Demonstrated ability to resolve matters quickly and effectively through clear communication and engagement of staff when necessary and appropriate.
Dynamic personality with the ability to learn quickly and adapt to new environments.
Strong communication and management skills (written and verbal).
Sound business acumen and decision making skills.
Strong time management, leadership, planning and organizational skills.
Strong MS Office suite, Word, Excel skills.
Proven ability to manage multiple projects and priorities with success and work collaboratively with others.
Ability to work independently while being accountable to a call center team.
Ability to meet and hold a flexible work schedule in order to support West Coast clients

Education and Experience:


Associates degree in Business, Communications, Healthcare, or related discipline, with Bachelor’s degree preferred.
Minimum 7 years customer service experience, with 3-5 years supervisory or management experience, overseeing no less than a team of 4.
Previous work experience within healthcare administration, call center environments, account management, or related customer service experienced desired with exposure to Pharmacy Benefit Management (PBM) beneficial.
Active and Pharmacy Technician Certification, in good standing, not required, but beneficial.

Email resume for immediate consideration. karen.newell@adeccona.com.

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Reference number US_EN_2_027442_137899