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BREG, Inc. Supervisor, Customer Care in Cleveland, Ohio

DescriptionAre you looking for an exciting opportunity?We currently have a full-time opening for a Customer Care Supervisor, to work remotely. If you are looking for a fast-paced environment where you can make a difference every day, then this is the opportunity for you!The right person to join our team... Demonstrates ownership and accountability, strong problem solving and decision making skills; possesses a strong work ethic and integrity; demonstrates the ability to: collaborate and self-manage, communicate effectively both written and verbal, and lead and influence others effectively. Must be results driven with a strong attention to detail with focus on accuracy and compliance.This position is responsible for.... The Customer Care Supervisor, under direction of the Customer Care Manager, is responsible for day-to-day supervision of the domestic/international, non-insurance billing, order entry functions, processes, and related employees. S/he serves as the point of contact to provide support and guidance to team members including the handling of escalated customer issues, advanced product questions, concerns, complaints, inquiries and troubleshooting. S/he also assists with training, coaching and counseling of staff and will be responsible for ensuring timely and accurate processing of orders by the team and her/himself.Your day will be very busy... you will: Leadership responsibilities include the selection, development, performance management and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation; performs administrative tasks associated with timekeeping, pay, performance, policy administration and other matters related to employment.Assesses staff and provides timely and consistent feedback regarding technical proficiency and effectiveness. Provides constructive feedback, guidance, and reinforcement to employees regarding job performance. Works with staff to identify work goals and create individual development plans. Evaluates training programs to ensure content meets staff needs.Responds to external and internal customers, including Sales Representatives and other team members' issues by utilizing decision-making skills to judge and resolve situations without the direction of others.Works with Customer Care management to develop appropriate employee performance expectations, productivity measures, reporting, data analysis and performance reviews. Coaches and counsels team members and participates in the Customer Care hiring process.Assists in scheduling and developing training whether they are product, process or procedural. Assists Customer Care training team and management with internal training programs, including new hires and product modules.Attends advanced product training to gain knowledge in support of the Customer Care team. Uses product knowledge to troubleshoot and answer questions from external and internal customers, including Sales Representatives and other team members, as well as consumers regarding product usage.Receives and enters orders and returns into applicable ordering systems with timeliness and accuracy. Logs customer feedback and issues into the complaint system. Utilizes other department systems as needed such as the intranet, UPS/FedEx Tracking, Customer Notes, BCS and Outlook to research account information, track shipments, and generate internal and external electronic communications.Ensures customer satisfaction by providing outstanding service with advanced product knowledge and a basic understanding of the human anatomy.What your background will be:Associate's degree or equivalent from two-year College or technical school; or equivalent combination of education and experience.Minimum experience to include: Order entry experience, PC experience including report generation