Customer Service Supervisor

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.Shield HealthCare is looking for a Customer Service Supervisor for our Ontario, CA sales office. The customer service supervisor supports daily operations of the sales office and provides customer service to internal and external customers.Job ResponsibilitiesSupervises customer service staff (CSR)Monitors CSR hold screens in Core2 and Pipeline report to ensure timely follow-up and shipment of new business ordersProcess new orders when neededAssigns 5-day call backs/5-day no doc and assists in completion when neededHandles re-order businessResponsible for handling petty cash and submission of monthly reconciliationsOrders office supplies for the sales officeManages the bank depositsMonitors appropriate reports to ensure CSR and Sales teams meet performance KPIsMonitors phone queue volume and assist with calls to ensure low abandonment rateFirst point of contact for customer and referral escalation callsAbility to communicate KPIs and identify trends to support improvements, change, and decision makingApprove no charge samples as necessary to resolve customer concerns to their satisfactionComplete Customer Resolution Form to document nature of customer complaints and submit it to Area Manager monthly to become a part of a monthly Customer Service ReportMonitor and distribute work via Right Fax and Enterprise Workflow to ensure customer service level expectations are metMonitor relevant provider, insurance, and referral portals to ensure timely follow-up on orders and documentationMaintain record of CSR absences and update ADP for payroll purposesIdentify training in-services that would be beneficial based on questions and requests from CSR’sPerform monthly QC of CSR calls (inbound/outbound) for purpose of CSR development and process adherenceEnsures monthly Shipped Not Billed is assigned, worked, and billed Collaborate with Area Manager about process improvements to ensure operational success of the Sales OfficeAttend supervisor training for further development in managementInterviews, selects, ensures orientation, trains, and when necessary, disciplines and/or discharges departmental personnelCompletes and conducts 90-day, annual performance reviews for team, setting goals and expectationsPartners with Area Manager to ensure all office postings are current and compliantManage team performance as required, communicating and elevating HR related matters to corporate HR and partnering with HR as needed QualificationsCollege degree in Business, Accounting, Finance, Economics, or Management preferred3 years supervisory experience, preferably in a customer service/healthcare environmentProficient in Microsoft Office 365 suiteExcellent verbal and written communication skillsStrong project management and organizational skillsAbility to work in a team environmentPay & Benefits$30-36/hourMedical, Dental and Vision (Eligible first day of employment) Flexible Spending Account Life & Disability Insurance 401(k) with Company Match Vacation and Sick Days Paid Holidays Education AssistanceCareer-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.