client care supervisor - Houston, TX , USA, United States - Eagle

Description

The Client Care Supervisor leads initiatives, performance management, project management and call center analysis along with the workload toward the achievement of sales quota, service excellence and other company must-wins.

• Oversees the daily operations of the Client Care Specialist team.
• Provide customer service by communicating services, events, new products, and programs, making outbound calls, assisting with troubleshooting customer requests, and providing resolutions.
• Complies with company policies and all applicable SOPs; complies with ISO 17025, cGMPs, cGLPs A2LA requirements and Quality Control Guidelines
• Develops and monitors quotas and results for service metrics, special projects, and team competitions.
• Ensures customer satisfaction by reviewing what is in the customer's best interest and proactively addressing client issues.
• Oversees the design and delivery of all call monitoring for quality assurance, service promotions and business development and rapport building.
• Supports the management in client care strategy, road mapping and service level.
• Works with Eagle operations to meet the needs of its clients.
• Takes ownership of campaign implementation and ensures that the sales campaigns are in line with the goals and objectives of the Client Care department.
• Evaluates and monitors the results of service campaign along with planning future strategies.
• Conducts annual performance appraisals.
• Reviews call center statistics to measure individual and team performance.
• Motivates and coaches the team on promoting services and programs by developing effective training programs, incentives, and competitions.
• Ability to attend and supports trade shows, seminars and/or symposiums as outlined by Eagle, if needed.
• Ensure that department objectives are in line with corporate objectives.
• Assist with special projects as assigned

• Bachelor's degree in science, Business, Technology or related field or five years of experience working in a Call Center environment.
• Prior CRM experience
• Excellent leadership, people management and team building skills.
• Extensive knowledge of outbound and inbound tele sales
• Excellent verbal and written communication skills
• Excellent relationship management and problem-solving skills.
• Demonstrated passion for service and sales.
• Ability to articulate concepts clearly and document procedures.
• Must be results-orientated and a self-starter.
• Excellent organizational, time management, analytical, multi-tasking, and prioritizing skills
• Ability to identify problem areas, trends, and opportunities and take the appropriate action along with the aptitude for evaluation, problem solving, planning, and organization.
• Ability to work in a fast-paced, changing environment.
• Ability to work independently and as part of a team.
• Advance level computer skills in Microsoft Outlook, Word, Excel, PowerPoint, and the Internet

• N/A

Serving customers since 2004, Eagle offers the highest quality in preparation testing for sterility, bacterial endotoxins, microbial detection, beyond-use dating (BUD) determination and active ingredient potency.

State-of-the-art equipment, combined with the experience and knowledge of our team, makes Eagle the best choice for all testing needs.

The Eagle team is committed not only to performing the best quality control testing, but also working relentlessly with our customers on solutions if tests receive unexpected results.