CUSTOMER CARE SUPERVISOR

Description

Position Overview:

The Customer Care Supervisor is responsible for overseeing the day-to-day operations of the 

Customer Care Department. This position will be required to maintain high service levels and a 

positive experience for all customers. The Customer Care Supervisor will need to be able to provide 

recommendations to Department Manager for any changes that may need to occur in the department 

from staffing of employees, process changes needed and system enhancements. 

The Customer Care Supervisor manages the Customer Care Department in the Manager's

absence.

Essential Job Functions:

• Manage overall administrative activities for the Customer Care Department

• Maintain confidentiality of sensitive and confidential information

• Maintain a positive customer experience when interfacing with our company

• Provide reporting of the day-to-day activities in the department for Manager review

• Review, approve, and submit employee timecards

• Write and conduct employee performance evaluations

• Manage to maintain a high level of energy and morale within the department

• Manage employee recognition and discipline/coaching

• Monitor calls to ensure Customer Satisfaction

• Handle escalated calls with patience and professionalism

• Input notes on each patient account that have been worked

• Maintain working knowledge of current home care products and services offered by SG

Homecare and all applicable insurance guidelines regarding eligibility for coverage and

reimbursement

• Work closely with other Department Managers to ensure we are meeting company goals and

clients are receiving great service

• Available 24 hours a day/7 days a week, including evenings, weekends, and holidays, to provide

support for staff and clients

Requirements

 Minimum Qualifications:

• AA/BA in Business Administration preferred or equivalent experience

• Five years of Customer Care experience including two years as a Lead or Supervisor

• Excellent computer skills, including all MS Office applications

• Ability to prioritize tasks, exercise sound judgment, and confidentiality in maintaining sensitive

information

• Solid analytical skills with a desire to understand the “why” behind the numbers

• A positive individual who is able to motivate their team in a positive way and leads by example

• Ability to work under pressure, juggle multiple projects and handle the unexpected

• Outstanding communicator who will keep everyone updated

Physical Demands and Working Environment

The conditions herein are representative of those that must be met by an employee to 

successfully perform the essential functions of this job. Reasonable accommodations may be 

made to enable individuals with disabilities to perform the essential job functions.

Environment: Standard office setting; tasks are regularly performed without exposure to 

adverse environmental conditions; frequent interaction with staff and the general public. The 

role requires that you wear a headset, take 40-50 calls per day (at times back-to-back), access 

and work within multiple systems while addressing callers’ concerns in real time.

Physical: Incumbents require sufficient mobility to work in an office setting; stand or sit for 

prolonged periods of time; operate office equipment including use of a computer keyboard; 

light lifting, carrying, pushing and pulling; ability to verbally communicate to exchange 

information.

Vision: See in the normal visual range with or without correction; vision sufficient to read 

computer screens and printed documents; and to operate assigned equipment.

Hearing: Hear in the normal audio range with or without correction