Customer Service Supervisor

Duties and responsibilities:

• Supervise, manage, train, evaluate and staff the Customer Service department.
• Acts as the primary resource within this job unit to provide technical service and support to Domestic and Latin American customers who utilize the company’s diagnostic and proprietary products through multiple toll free 1-800 support lines.
• Manages off-site Customer Service Call Center that operates 24 hours a day year-round for after hours, overflow, and Relion Walmart product calls.
• Back up phone administrator for the CISCO phone system.
• Effectively accesses, trains and utilizes a Technical Service database (i.e. CALLTRAK), which records and measures support and service interaction with customers. Acts as a back-up for Customer Service Representatives in the transactional details of delivery of service to customers.
• Oversees sales representative order processing and sales support function. Ensures Sales Representative satisfaction within the boundaries of the ARKRAY No Charge Products program.
• Oversees the 24/7 On-Call program for after hours service. Rotating cell phone assignment is shared amongst the Customer Service staff.
• Creates formal response letters to customers containing summary information of investigational outcomes related to complainant products.
• Acts as the primary user of the ARKRAY ACD phone system; manages phone scripts, routing, recording, etc.
• Interfaces with external service providers/vendors to evaluate services that could contribute to company growth or complete existing managerial strategies.
• Provides Cisco Reporting of Key Performance Indicators (KPI) to internal customers.
• Effectively interacts with Sales, Finance, Marketing, Inside Sales, and Order Services to assist these groups in providing comprehensive support and services to our customer base. Follows through on commitments and maintains a positive working relationship with these internal groups.