Customer Quality Supervisor (Call Center) - Full-time

Description

At Apria Healthcare's Call Centers, we all share a common mission to ensure our customers always receive exceptional service. We invest in our Customer Care Professionals because great people provide great experiences that will exceed our customers' expectations. Talk to any of our Customer Care Professionals and you will experience a culture dedicated to our mission of improving the life for our patients at home.

Are you that coach and mentor that can play an integral part in the growth of Apria's Call Center teams? As a Customer Quality Supervisor, you will need to direct, motivate, and inspire your team of Customer Care Professionals to achieve and exceed performance results. As a coach, you must model a positive, can-do attitude of service and develop your staff to reach their individual career goals as well as meet the Company's organizational goals.

As a mentor, you will be responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results.

About Apria



As the nation's largest and most successful provider of home healthcare products and services, Apria is transforming the home healthcare business and is looking for a Customer Quality Supervisor for our Call Center who can make a sincere commitment to meet the patient's needs at the highest level, every time.

About Working with Apria
Our Apria Cares program is the thread of our Customer Care Centers nationwide. It's a way of life that's helping us create a brand that's even bigger and more impactful than the products and series we provide. It drives every aspect about the experience we give our customers.

Your role as Apria's Customer Quality Supervisor in our "Call Center" is one that will require a lot from you, but it's definitely one that gives you the opportunity to make a difference and create a meaningful experience for our patients. Imagine the impact you'll make by putting your personal touch on redefining our customer's experience with Apria.

Are you ready to join us? We're looking for that highly experienced professional who is passionate and competent in customer focus, relationship building and influencing, and inspirational leadership.

What you'll do specifically

• Provide guidance and leadership to ensure employees are achieving customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
• Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective action.
• Ensure service intake procedures facilitate seamless operation between departments and/or other branch offices.
• Perform quality control checks on subordinate staff. Identify errors and inconsistencies to establish procedures and ensures appropriate corrective action is taken.
• Serve as a liaison with branch and billing center management, other branch departments and/or other branch offices through effective communication skills.
• Comply with and adheres to all regulatory compliance areas, policies and procedures and "best practices".

Qualifications

What you bring to the table

• Associates/Bachelor's degree preferred; minimum high school diploma or GED is required.
• Six (6) years related Call Center experience, including one year in a lead or supervisory capacity, is required.

Apria Healthcare is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.

Because Apria believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes. AA/EOE, M/F/D/V