Supv Customer Service 2

$62,000 - $63,000/Yr

Public Consulting Group - Oklahoma City, OK

Full-time - Mid Level

Remote - Oklahoma City, OK

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Supervisor at Public Consulting Group (PCG) plays a crucial role in overseeing a team of customer service agents, ensuring high-quality service delivery and effective resolution of inquiries. This position involves training staff, performing quality checks, and maintaining documentation for audit purposes. The supervisor will also develop a strong understanding of program rules and operating platforms to effectively support the team and manage customer interactions in a remote work environment.

Responsibilities

• Provides customer service staff with guidance and training based on experience handling progressively complex questions and situations.
• Performs regular quality checks of phone calls and corresponding documentation.
• Applies independent judgment to escalate calls to Customer Service Manager.
• Maintains adequate records/documentation for audit and internal control purposes.
• Learns program rules of assigned projects to ensure ability to respond to Customer Service inquiries.
• Develops excellent working knowledge of operating platforms required to fulfill job responsibilities.
• Routes mail, email, and other administrative support duties as assigned.
• Supervises CS Agents and monitors team performance and quality assurance.
• Responds to all call inquiries in a professional, friendly and timely manner and manages support ticket resolution.
• Maintains effective working relationship with program management and financial operations staff.

Requirements

• Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients.
• Public-service oriented and understand the needs, as well as work effectively, with persons with disabilities.
• Ability to effectively execute without direct onsite supervision.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations.
• Strong organizational skills.
• Excellent attention to detail.
• Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals.
• Proven ability to effectively present information and respond to questions from leadership, clients, and customers.
• Ability to manage time effectively in a fast-paced environment.
• Knowledge of MS Windows, Excel, and Word.

Nice-to-haves

• Bachelor's Degree Preferred
• 5+ years' experience supervising staff; 3-5 years' experience in a call center environment; 7+ years relevant work experience in the healthcare industry.

Benefits

• Medical and dental care benefits
• 401k
• PTO
• Parental leave
• Bereavement leave