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    Customer Care Supervisor - Hummelstown, United States - Pacific Edge

    Pacific Edge
    Pacific Edge Hummelstown, United States

    4 weeks ago

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    Description

    Job Description

    Job DescriptionPacific Edge Cancer Diagnostics Company

    Our People: Our strength is in our people. We believe hard working, dedicated people make a significant difference.

    Our Goal: To deliver actionable results that can contribute to a clinically meaningful difference in cancer treatment.

    Our Focus: The development of state-of-the art diagnostics and prognostics

    Our Motivation: To meet and exceed expectations; never stand still and or accept second best.
    Customer Care Supervisor

    The Customer Care Supervisor position is responsible for facilitating a positive and mutually beneficial relationship with Pacific Edge's customers and ensuring the highest quality of care from the Customer Care department. The work will consist of both outbound and inbound calling with a focus on making sure the daily Customer Care tasks are complete, and quality checking the work of the team. This role will supervise the Customer Care Representatives (about 3-5 direct reports).The candidate will work independently and collaboratively with the Senior Director, Operations to consistently maintain and improve the Customer Care experience.

    While the position is not a remote position, there will be an opportunity for some remote work.Key Responsibilities
    • Oversee outbound and inbound calls and randomly quality check the calls to ensure outstanding customer care is being performed.
    • Oversee Kaiser inventory needs and re-orders.
    • Oversee any clinical trial or investigator-initiated trial samples that come through the door as well as proper inventory re-order and processing.
    • Oversee international distributor samples that come through lab as well as proper inventory re-order and processing.
    • Provide escalation support for the Customer Care team.
    • Support entire Customer Care team in times of high workload.
    • Direct supervision of the Customer Care Representative role(s).
    • Reporting and other administrative duties as assigned.
    Qualifications and Experience
    • Bachelors degree, at least 4 years of medical professional experience and at least 2 years of supervisory experience desired.
    • Strong communication skills, attention to detail and the ability to multi-task.
    • Ability to work independently but also thrives in a team environment.
    • Candidates should possess a positive attitude, patience and empathy.
    • Candidates should have a strong work ethic, and be reliable and conscientious.
    • Strong planning and organizational skills.
    • Possess knowledge of CRM, Excel, Outlook, Word, and familiarity with both Mac and PC.
    Physical EnvironmentFunctions in a temperature-controlled office environment. Work requires the ability to sit and stand (whether in an office or vehicle) throughout the workday (generally 8 hours); position requires use of fingers, hands and arms on a consistent basis for keyboarding and phone work; position requires the ability to talk and hear; position may need to lift up to 25 pounds on occasion; good vision skills (with or without correction) are required. The standard office environment has moderate noise levels associated with computer equipment, customers, and phone conversations.

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