Customer Service Supervisor

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.If you’re interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life™.The anticipated salary range for this position is $55,000 - $102,000 annually. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.Customer Service SupervisorPosition SummaryThe supervisor will lead a dynamic team dedicated to delivering exceptional customer service. This role involves overseeing daily operations and ensuring that customer inquiries are handled efficiently and effectively. The supervisor will implement best practices to enhance team performance, drive continuous improvement, and maintain high customer satisfaction levels. Additionally, this position will involve training and mentoring team members, managing escalated issues, and collaborating with cross-functional teams to optimize service delivery.Essential Job FunctionsOversee team performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defined by leadership, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, resolution cycle time, escalation metrics, and customer satisfaction scoresFacilitate effective communication between leadership and team members through daily and weekly huddles.Assist in the recruitment, hiring, and onboarding of new team members.Lead customer service initiatives for new customer implementations.Participate in sales and customer calls to enhance business processes.Prepare and present weekly and monthly performance scorecards to Customer Service Leadership.Serve as a point of escalation for customer issues within the team.Oversee the performance management process for the Customer Service Team, including conducting mid-year and annual reviews, ensuring adherence to performance metrics, and developing improvement plans.Engage and coach team members through quality assurance reviews and ongoing development to enhance skills and drive overall team effectiveness.Communicate directly with customers during system issues, maintenance, service outages, or natural disasters.Foster a high-performing team environment, empowering members to ensure customer satisfaction.Knowledge, Skills & AbilitiesProven leadership and interpersonal skills, focused on personal development.Demonstrated ability to build relationships with top-tier internal and external partners.Energetic, flexible, and collaborative leader who embraces challenges.Excellent verbal and written communication skills, with the ability to persuade and influence.Skilled in time and resource management through organization, multitasking, delegation, and project management.Independent and self-motivated, committed to delivering exceptional customer service, quality, and results.Proactive problem solver with creative thinking and foresight.Experienced in diffusing difficult situations and providing authentic encouragement and recognition.Education And ExperienceBachelor’s degree in business administration, management, communications, or a related field is preferred.2+ years in a supervisory or team lead position is preferred.4+ years of experience in customer service, shared services environment or in a healthcare setting is preferred.Relevant certifications in customer service or management can be advantageous.Additional RequirementsThe ability to work weekends and after hours as needed.If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.#AccendraHealthTeammate BenefitsAs an Accendra Health employee, you have choices to fit your life. Our comprehensive benefits program is designed to meet you where you are — through all of life’s stages. We’ve got you and your family covered with benefits that support your health, finances, and overall wellness.Our Benefits Program IncludesMedical, dental, and vision care coveragePaid time off plan401(k) PlanFlexible Spending AccountsBasic life insuranceShort-and long-term disability coverageAccident insuranceTeammate Assistance ProgramPaid parental leaveDomestic partner benefitsMental, physical, and financial well-being programsIf you feel this opportunity could be the next step in your career, we encourage you to apply.Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.#AccendraHealth