Customer Support Supervisor

🕒 June 1

🤠 Texas – Remote

🤠 Texas – Remote

💵 $48.4k - $69.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

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