Job Details
Job Description - Customer Service Supervisor (CUS0100HR) **Job Description**
Customer Service Supervisor ( **Job Number:**
CUS0100HR ) **Primary Location**
: US-IL-LIBERTYVILLE **Other Locations**
: US-IA-Dubuque **Description**
Oversee and supervise a team in the Homecare Service Center. Respond to complex or intense customer and sales rep service inquiries and problems via the telephone and email.
* Monitor HCAM calls for quality and provide feedback as appropriate.
* Receive escalation calls from customers and sales reps and take necessary steps to resolve problem situations. Refer complaints of service failures to designated departments for investigation.
* Mentor and coach a team of service representatives.
* Interview and select qualified candidates.
* "On-call" for emergency customer phone calls after normal business hours.
* Provide reps with weekly statistics and create month end reports for team. Calculate bonus for team and meet with each team member to discuss bonus received, expectations and improvements.
* Develop and mentor staff through on-boarding, open communication, training and development opportunities and performance management processes; build and maintain employee morale and motivation; ensure the team is appropriately staffed with required competencies.
Medline offers a business casual, entrepreneurial work environment with strong growth potential, a competitive compensation package, and a complete benefits package including medical/dental/vision/life insurance; 401(k) with company match. And much more!
**Qualifications**
**Education**
* High school diploma or equivalent.
**Relevant Work Experience**
* At least 2 years of Supervisory experience (Call Center preferred) or at least 2 years of internal Homecare Account Manager experience