Description
We have an immediate need for a full time Customer Support Lead who is able to work flexible hours including nights and weekends at our Richland Hills Call Center. We offer a competitive hourly rate, full benefits, 401k with match, PTO, and training in career path.
The Customer Support Coordinator supports a team of Customer Support Specialists as the first level of escalation helping Specialists with researching problem orders, answering questions, and responding to service failure incidents. Coordinators also perform quality audits and monitor the production queues for incoming new orders in HCP, inContact and from our TPA vendors. This role also assists with on-the-job training for new hires and refresher training and acts as backup for the phone orders queue and dispatching.
Responsibilities:
Performance Monitoring
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Monitoring and communicating individual and team performance against key performance indicators (KPIs)
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Monitoring assigned work tasks including calls through the inContact phone system
Coaching and Development
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Assist with auditing order records and phone calls completed for process compliance
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Assisting with On-the-Job Training (OJT) for new hires
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Share process efficiencies and effective workarounds with team members
Collaboration and Customer Support
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Research and resolve customer complaints and incident reports
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Obtaining and sharing customer feedback with team members, management team and other departments so that services can be improved
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Collaborating with a variety of different departments to better serve the clients' needs, such as the branch operations and account management departments
Escalation Management
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Assist Customer Support Specialists at all levels with customer inquiries and system issues
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Escalating issues to Customer Support leadership, Branch Managers, and Regional Vice Presidents as needed
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Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible
Requirements:
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Advanced level of performance in CSS II or CSS III role preferred
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Strong Communication skills (oral and written)
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Goal oriented
National HME is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. National HME makes hiring decisions based solely on qualifications, merit, and business needs at the time.