Customer Support Supervisor

🕒 il y a 20 jours

🤠 Texas – Distant

🤠 Texas – Remote

💵 $48 400 - $69 200 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Gainwell Technologies

Site WebLinkedInTous les Emplois

10 000+ employés

⚕️ Assurance santé

💰 Grant en 2023-06

Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies est le principal fournisseur national de solutions numériques et en mode cloud dans l'écosystème des services sociaux et de la santé publique. Avec une approche axée sur les missions, Gainwell sert des clients dans les 50 états américains, en se concentrant sur l'amélioration des résultats de santé et la fourniture d'expériences intuitives centrées sur l'humain. Leur gamme complète de solutions comprend la modernisation de l'entreprise Medicaid, l'analyse de données, les services aux prestataires et les solutions pharmaceutiques, toutes conçues pour faire progresser l'avenir des soins de santé et améliorer le bien-être communautaire.

Description

• Assists less experienced service center representatives resolve complex customer questions • Researches complex customer inquiries and responds to appropriate parties in a timely manner • Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience • Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements • Provide occasional phone coverage when required • Interfaces with team members, management, and customers in reference to customer service issues • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management • Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement • Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff • Recommends and/or initiates the selection and hiring of employees • Trains and evaluates employees to enhance their performance, development, and work product • Addresses performance issues and makes recommendations for personnel actions • Makes recommendations for salary increases, transfers and terminations to manager

🎯 Exigences

• Bachelor's degree or equivalent combination of education and experience • Bachelor's degree in business management or related field preferred • Six or more years of customer service experience • Two or more years of leadership experience • Experience working with organizational functions and personnel • Experience working with fax machines, computer software, and telephone technology • Experience working with help desk software

🏖️ Avantages

• generous, flexible vacation policy • 401(k) employer match • comprehensive health benefits • educational assistance • variety of leadership and technical development academies