Customer Service Supervisor

Description

Job Description

RS Medical designs and builds prescription-grade medical devices that provide pain relief and muscle rehabilitation. Our DME products empower patients suffering from severe, often debilitating musculoskeletal conditions to get safe and effective on-the-spot treatment at home. Since its founding in 1990, RS Medical has helped over 1.5 million patients in the US reduce pain, regain mobility and get back to the activities of life.

The Customer Service Supervisor ensures that the department provides timely, professional and quality service to our customers and achieves department and corporate goals.

Key Responsibilities

• Assists and counsels Customer Service Representatives and Field Service Representatives on a variety of issues/concerns as they arise. 
• Mentors, evaluates, trains and develops staff/teams; conducts regular one on one meetings, performance evaluations and assists in setting and attaining personal goals.
• Conducts training of new and existing staff.
• Develops and maintains training for policies, procedures and work instructions.
• Fosters an atmosphere of empowerment where employees are able to utilize and develop their decision-making abilities.
• Performs Quality Assurance through call evaluations and technical account reviews.
• Initiates incentive/motivational programs on a monthly basis to increase morale.
• Monitors all work types to ensure timely completion.
• Answers inbound calls and makes outbound calls in work queue, and task management or resolution of escalations.
• Manage and assign tasks to Customer Service and Field Service team to ensure productivity.
• Generates and analyzes statistical reports in order to drive team performance.
• Addresses performance and conduct issues and implementing discipline as necessary.
• Performs other related duties as assigned.

This is a hybrid role with at least 2 days in our Vancouver, WA office.

Requirements

• Bachelor’s degree and a minimum of three years of supervisory experience, at least one year in a call center environment or an equivalent combination of education and experience.
• Bi-lingual (Spanish/English) skills are desirable.
• Must have strong verbal, written and interpersonal skills.
• Experience in building successful teams and proven proactive team member.
• Experience with Call Management/Monitoring software.
• Ability to work independently by multi-tasking, appropriate prioritization and strong time management, to independently manage follow-up and meet aggressive deadlines.
• Experienced in using email, Microsoft Outlook, Microsoft Word, Microsoft Excel and PowerPoint, Salesforce at an intermediate or higher level.
• Ability to lead and manage projects successfully.
• Energetic and enthusiastic.

Physical Requirements

General office environment that will include frequent or continuous periods of talking, sitting, fingering, repetitive motions of the hands/wrists, reaching, grasping and handling. This position also requires occasional bending, squatting, standing, and walking. Pushing, pulling lifting and carrying of up to 10 lbs. is required on an occasional basis. Good general vision and hearing are needed.