Customer Service Supervisor

Operations        ·       Irvine, CA       ·       Full time

Job Title: Customer Service Supervisor
FLSA: Salaried Exempt
Department: Operations
Reports To: Customer Service Director

Job Responsibilities:

This position will manage the Company’s customer experience when customers contact the Company.

General Description and Duties:

To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assists in enforcing policies, procedures, and best practices of the customer service function
• Monitors phone calls and rates quality of calls using standardized scorecard
• Monitors phone queue to ensure coverage at all times
• Maintains reports and scorecards monitoring department KPIs
• Trains CSRs and identify opportunities for improvement and additional training
• Ensures proper documentation of patient and customer interactions
• Maintains and effectively applies knowledge of product, services, and current organizational policies
• Manages department scheduling and timecard approvals
• Recommends corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase department efficiencies and customer satisfaction
• Ensures accurate processing of purchase orders
• Ensures complaint data is gathered, complete and documented into the appropriate system
• Ensures correct processing of RMAs and complaints
• Supervises and supports Customer Service Representatives
• Assists in the mentoring and professional development of Customer Service Representatives

Projects and Other Duties:

• Perform other duties as assigned by supervisor

Position Qualifications

• Prior experience as a supervisor in a customer service function
• Prior experience in customer service in the medical device industry
• Ability to be empathetic
• Demonstrates grace under pressure

Minimum Education:

• Bachelor’s degree

Minimum Experience:

• 5 years of customer service experience
• 3 years of supervisory experience

Please click here to apply.