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Hours Full-time, Part-time
Location Fort Worth, Texas

About this job

Job Description

Job Description
CUSTOMER SUPPORT SUPERVISOR
Job Details

Job Type

Full-time

Richland Hills, TX
Description


Do you have a heart for helping people? Are you looking for a rewarding work opportunity? If so, please consider applying to join our team at National HME, Inc.! We are looking for compassionate individuals who want to make a difference in our patients' lives. National HME, Inc. is now accepting applications for positions working at our location in Richland Hills, TX.


National HME has a need for a full time Customer Support Supervisor who is able to work flexible hours, often including nights and weekends. We offer a competitive hourly rate, full benefits, 401k with match, PTO, and training in career path.


The Customer Support Supervisor provides day-to-day oversight of a team of Customer Support Specialists that are responsible for effective and efficient order management and the delivery of superior customer support for our branches and contracted hospices located throughout the U.S.

In this position, you will lead and motivate staff members in a production environment through coaching, upskill training and performance management and assist the Customer Support Manager in developing production plans, staff schedules and the development of standard operating procedures and establishing departmental best practices.


Responsibilities:


  • Oversee and evaluate Customer Support Specialists daily activities
  • Monitor Medical Service Technician manifests for effective and efficient order dispatching
  • Maintain employee production and quality records for performance appraisals
  • Conduct quality assurance compliance audits for all Customer Support Specialist levels
  • Assist Customer Support Specialists at all levels with customer inquiries and system issues
  • Hire qualified staff members and ensure they are properly onboarded to meet production and quality expectations
  • Provide regular performance feedback and coaching
  • Collaborate with a variety of different departments to better serve the clients' needs, such as the branch operations, billing, and account management departments
  • Escalate issues to Branch Managers and Vice President(s) as needed
Requirements:


  • Bachelor’s degree or equivalent work experience
  • Strong organizational and planning skills
  • Strong communication skills (oral and written) for interaction with staff, management, and clients
  • Ability to recognize the need for and execute preventative actions
  • Proficient with MS Excel, Word, PowerPoint and Outlook
  • Detail and 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.