Job Details
Effective Date: February 22, 2017
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**Current Need**
We are seeking a Customer Service Supervisor to join our team in Scottsdale, AZ. This role will supervise up to 15-20 Customer Service Representatives.
**Position Description**
Responsible for supervision of customer service agents; recruit, mentor and develop customer service agents by cultivating an environment of collaboration and independence; encouraging and empowering agents to deliver world class customer service. Professionally and effectively interface with internal and external customers, along with cross-functional departments.**McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.**
McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Medical-Surgical provides medical-surgical supplies and equipment to physicians' offices, home care agencies, long-term care facilities and surgery centers. Our catalog includes more than 150,000 national brand products from bandages to exam tables, plus McKesson's own line of high-quality medical-surgical products. We're proud to be the only national distributor serving the entire continuum of healthcare.
Every single McKesson employee contributes to our missionby joining McKesson Medical-Surgical you act as a catalyst in a chain of events that helps millions of people all over the globe. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. Youll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry thats vital to us all.
Join our team of leaders to begin a rewarding career.
**Key Responsibilities**
* Responsible for customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
* First point of contact for handling complex and escalated internal and external customer complaints and/or issues.
* Responsible for reviewing data for direct reports to determine customer service outputs, as well as maintaining accurate records and documents.
* Responsible for meeting customer service financial objectives by managing and tracking budget expenses for overtime and office supplies.
* Schedule and facilitate regular monthly meetings with direct reports; one on ones, corporate communications and internal department initiative/directives. Participate in leadership communication meetings as mandated.
* Have a working knowledge of processes, tools and technology agents utilize daily
**Minimum Requirements**
* Typically requires 3+ years of subject matter experience including exhibiting leadership capabilities
**Critical Skills**
* 3+ years of experience leading a team of 5 or more
* 3+ years customer service experience
* Intermediate proficiency with MS Office
**Additional Knowledge & Skills**
* Aspect/Workforce Management experience preferred
* Verint experience preferred
* Cisco experience preferred
* Leadership
* Strategic thinker
* Strong client-facing and communication skills
* Working knowledge of customer service policies, practices and systems
* Strong problem solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated problems/questions
* Professional communication; strong written and verbal communication skills
* People skills
* Energetic self starter with attention to detail
**Education**
HS Diploma or equivalent required
2-year degree in business or related field preferred
**Physical Requirements**
General Office Demands
**Benefits & Company Statement**
McKesson believes superior performance individual and team that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and its flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we cant do it without you. Every single McKesson employee contributes to our missionwhatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our companyand of healthcare. At McKesson, youll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry thats vital to us all.
McKesson is an equal opportunity and affirmative action employer minorities/females/veterans/persons with disabilities.
Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
**McKesson is an Equal Opportunity/Affirmative Action employer.**
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to