Customer Service Supervisor
Effective Date:
February 22, 2017.
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or Customer Service Supervisor page is loaded Customer Service Supervisor Customer Service Supervisor locationsUSA, TN, LaVergneUSA, TX, Fort Worth time typeFull time posted onPosted Today job requisition idJR0055861 McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.
We are seeking a Customer Care Supervisor that will coach and mentor specialized and dedicated support agents to provide exceptional customer service for the Oncology customer segment.
This position is under direct supervision of the Customer Care Manager.
Position Description The Customer Care supervisor will train, coach, manage, lead and develop a team of McKesson Customer Care agents in meeting the key performance metrics of the department in a remote and in-office environment.
As a Customer Care supervisor, you will investigate and solve product and service complaints.
You will build a strong team and shape staff behaviors to accomplish desired results.
You will play a collaborative role in growing and implementing standards, procedures, and processes.
You will maintain documentation such as correspondence and operational records and communicate procedural and service updates to customers and staff.
Successful candidates must maintain a high level of accuracy and must be meticulous and well organized.
The Customer Care supervisor acts as a liaison between customers, manufacturers, sales, distribution operations and other business partners in all areas related to customer care, including but not limited to improving order processing, problem resolution and overall customer experience.
You will participate in the hiring process of new employees and be ultimately responsible to ensure they are properly trained and are able to demonstrate the ability to execute each of their responsibilities.
Key
Responsibilities:
Direct oversight of call center agents in a world class, client service environment focused on providing an exceptional customer experience Demonstrate the ability to coach and mentor agents to excel and drive behaviors in a fast-paced service environment.
Work closely with agents to assure that McKesson is in compliance with all government regulatory anti-fraud and abuse statutes Uphold and support employee engagement by continuing to build and influence a strong culture Demonstrate the ability to use Salesforce (CRM) to effectively manage and document performance metrics Demonstrate McKessons ICARE and ILEAD principles Demonstrate excellent written and oral communication, accountability and leadership qualities Conduct and maintain quality call monitoring to ensure customer satisfaction, continuous productivity, and schedule adherence Ability to work effectively and under pressure while making sound decisions quickly in a fluid, fast-paced service environment.
Effectively act as a liaison between Customer Care, internal and external business partners to provide excellence in service delivery Demonstrate the ability to effectively handle multiple priorities within a changing customer service environment Respond timely to all internal and external business partners, including but not limited to customer and sales inquiries to ensure the highest level of satisfaction Maintain documentation related to Customer Care agents, and customer related issues Demonstrate a whatever it takes attitude Qualifications Minimum Requirements 2
years customer service experience in a call/contact center with demonstrated leadership skills.
Critical Skills Excellent organization, documentation, communication and interpersonal skills.
General familiarity with call center phone systems/routing/queues/quality call monitoring.
Advanced proficiency with MS Office applications.
Strong planning, prioritization, organization and accountability Excellent and effective business communication skills both verbally and in writing; focus on clear, candid and consistent feedback; ability to have difficult conversations if needed Experience coaching, mentoring, leading and motivating others to meet high performance standards and expectations; demonstrated employee engagement skills Strong multi-tasking and problem-solving ability with thorough follow up skills Proficiency in MS Office including Excel, Work, PowerPoint and Outlook Must have work schedule flexibility, Monday through Friday between 7am and 7pm Additional Knowledge & Skills Working knowledge of customer service policies, practices and systems, and demonstrates leadership skills Verint, SAP and Salesforce experience preferred Demonstrated organization and time management skills Commitment to external and internal customer satisfaction Relevant healthcare/insurance experience preferred Education 4-year degree in business or related field, or equivalent experience Physical Requirements General office demands Work schedule flexibility Monday through Friday, between the hours of 7am and 7pm Benefits & Company Statement McKesson believes superior performance individual and team that helps us drive innovations and solutions to promote better health should be recognized and rewarded.
We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and its flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.
We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we cant do it without you.
Every single McKesson employee contributes to our missionwhatever your title, whatever your role, you act as a catalys Recommended Skills Attention To Detail Business Communication Call Centers Coaching And Mentoring Communication Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
February 22, 2017.
Your Consent Google Analytics We may use Google Analytics to measure how you interact with our website in order to improve the user experience.
To learn more about Google Analytics privacy practices and opt-out, click.
Google Analytics for Remarketing and based on your past visits to our website.
We may share this personal information with other third parties.
.
Marketo .
ServiceTick ServiceTick is a third-party cookie we use on our website for anonymous website traffic identifiers and online customer satisfaction data.
We do not share this data with other third parties.
To learn more about ServiceTick privacy practices, click.
SessionCam SessionCam is a third-party cookie we use for online customer satisfaction data.
We do not share this data with other third parties.
To learn more about SessionCam privacy practices, click.
ClickTale .
Pardot .
DoubleClick .
To opt out of DoubleClick or to control your advertising preferences, click.
.
BrightCove .
Twitter .
HTML5 Storage Other Tracking Technologies Used We may use other tracking technologies to collect and store personal information about your visit to our website.
They may include:
Server Logs used to track the website traffic (i.
e.
number of website visitors, number of visitor per page, IP address, etc.
).
We may use this information to analyze the website traffic in order to improve our business and user experience.
Web Beacons used to collect aggregate information (i.
e.
loading errors, most visited website pages, etc.
).
We may use web beacons to help display website content that is relevant to you and generate website traffic statistics to enhance our website.
? Embedded Content and Features Facebook Google LinkedIn Twitter Web of Trust YouTube How We Respond to Do Not Track Signals Our website does not respond to web browser Do No Track signals.
or Customer Service Supervisor page is loaded Customer Service Supervisor Customer Service Supervisor locationsUSA, TN, LaVergneUSA, TX, Fort Worth time typeFull time posted onPosted Today job requisition idJR0055861 McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.
We are seeking a Customer Care Supervisor that will coach and mentor specialized and dedicated support agents to provide exceptional customer service for the Oncology customer segment.
This position is under direct supervision of the Customer Care Manager.
Position Description The Customer Care supervisor will train, coach, manage, lead and develop a team of McKesson Customer Care agents in meeting the key performance metrics of the department in a remote and in-office environment.
As a Customer Care supervisor, you will investigate and solve product and service complaints.
You will build a strong team and shape staff behaviors to accomplish desired results.
You will play a collaborative role in growing and implementing standards, procedures, and processes.
You will maintain documentation such as correspondence and operational records and communicate procedural and service updates to customers and staff.
Successful candidates must maintain a high level of accuracy and must be meticulous and well organized.
The Customer Care supervisor acts as a liaison between customers, manufacturers, sales, distribution operations and other business partners in all areas related to customer care, including but not limited to improving order processing, problem resolution and overall customer experience.
You will participate in the hiring process of new employees and be ultimately responsible to ensure they are properly trained and are able to demonstrate the ability to execute each of their responsibilities.
Key
Responsibilities:
Direct oversight of call center agents in a world class, client service environment focused on providing an exceptional customer experience Demonstrate the ability to coach and mentor agents to excel and drive behaviors in a fast-paced service environment.
Work closely with agents to assure that McKesson is in compliance with all government regulatory anti-fraud and abuse statutes Uphold and support employee engagement by continuing to build and influence a strong culture Demonstrate the ability to use Salesforce (CRM) to effectively manage and document performance metrics Demonstrate McKessons ICARE and ILEAD principles Demonstrate excellent written and oral communication, accountability and leadership qualities Conduct and maintain quality call monitoring to ensure customer satisfaction, continuous productivity, and schedule adherence Ability to work effectively and under pressure while making sound decisions quickly in a fluid, fast-paced service environment.
Effectively act as a liaison between Customer Care, internal and external business partners to provide excellence in service delivery Demonstrate the ability to effectively handle multiple priorities within a changing customer service environment Respond timely to all internal and external business partners, including but not limited to customer and sales inquiries to ensure the highest level of satisfaction Maintain documentation related to Customer Care agents, and customer related issues Demonstrate a whatever it takes attitude Qualifications Minimum Requirements 2
years customer service experience in a call/contact center with demonstrated leadership skills.
Critical Skills Excellent organization, documentation, communication and interpersonal skills.
General familiarity with call center phone systems/routing/queues/quality call monitoring.
Advanced proficiency with MS Office applications.
Strong planning, prioritization, organization and accountability Excellent and effective business communication skills both verbally and in writing; focus on clear, candid and consistent feedback; ability to have difficult conversations if needed Experience coaching, mentoring, leading and motivating others to meet high performance standards and expectations; demonstrated employee engagement skills Strong multi-tasking and problem-solving ability with thorough follow up skills Proficiency in MS Office including Excel, Work, PowerPoint and Outlook Must have work schedule flexibility, Monday through Friday between 7am and 7pm Additional Knowledge & Skills Working knowledge of customer service policies, practices and systems, and demonstrates leadership skills Verint, SAP and Salesforce experience preferred Demonstrated organization and time management skills Commitment to external and internal customer satisfaction Relevant healthcare/insurance experience preferred Education 4-year degree in business or related field, or equivalent experience Physical Requirements General office demands Work schedule flexibility Monday through Friday, between the hours of 7am and 7pm Benefits & Company Statement McKesson believes superior performance individual and team that helps us drive innovations and solutions to promote better health should be recognized and rewarded.
We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and its flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.
We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we cant do it without you.
Every single McKesson employee contributes to our missionwhatever your title, whatever your role, you act as a catalys Recommended Skills Attention To Detail Business Communication Call Centers Coaching And Mentoring Communication Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
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