Customer Service Supervisor
Blink Health10 months ago
Pittsburgh, PA, United States
On-site
Full-time
Junior Level (1-3 years)
Job Description
Key Responsibilities
- Manage a growing team of Patient Support Specialists (customer service reps) and assist with the day-to-day operations of the Patient Support team to ensure operational excellence and adherence to SLAs
- Review and analyze team and individual Specialists' performance data to meet and exceed structured performance targets
- Collaborate with cross-functional stakeholders on the implementation of company and department initiatives to drive operational improvements and productivity gains to support business and team growth
- Manage the queue, backlogs, and workflows of the Patient Support team while making tradeoffs to optimize performance
- Leverage customer insights and expertise to identify workflow and process improvements to optimize the overall customer experience
- Exercise business expertise and discretion to resolve complex and ambiguous escalations from the Patient Success team
- Foster a collaborative, cohesive, and enjoyable team dynamic
Required Qualifications
- Bachelor's Degree in Communication, Business Administration or equivalent degree/experience
- 3+ years of leadership experience in a fast-paced environment
- 2+ years of experience in customer service, call center, healthcare, pharmacy, or other relevant fields
- Strong leadership skills with the ability to provide critical and timely feedback and coaching to team members and business partners
- Capability to leverage data for making crucial independent decisions
- Excellent problem-solving skills, especially when working with ambiguous information
- Exceptional attention to detail with strong organizational skills
- Confident, patient, respectful, and a clear communicator
- Onsite role in Robinson Township, Pittsburgh
Required Skills
Leadership
Problem Solving
Communication
Workflow Optimization
Data Analysis
Customer Service
Team Management
Process Improvement