Customer Service Supervisor, Contact Center

Location: Austin, Texas, United States

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Remote Opportunity: 1

Requisition Number: 3704

Position Title: Supervisor, Customer Service

External Description:

JOB SUMMARY:

 

The Customer Care Supervisor position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.  

 

PRIMARY JOB RESPONSIBILITIES:

 

  • Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to management issues which may prevent accomplishment of departmental goals.
  • Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.
  • Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance.
  • Develop action planning for performance improvement by analyzing monthly reports and other observed trends.
  • Organize and track key information and documents.
  • Work with other departments to ensure queues times are met.
  • Perform call center functions (answer calls) as part of supervisory duties.
  • Develop innovative ways to motivate the staff.
  • Foster an environment of teamwork by participating in and leading teambuilding activities.
  • Provide customer center workflow and quality improvement.
  • Resolve issues in accordance with DentaQuest’s internal policies, client contracts, and state and federal regulations.
  • Prepare reports and conduct data analysis for client meetings and presentations.
  • Identify and create efficiencies.
  • Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc).
  • Other duties as assigned.

 

JOB REQUIREMENTS:

 

  • Bachelor’s degree preferred.
  • A minimum of 5 years’ experience working in a high-volume call center environment.
  • Experience with insurance and/or service industry a plus.
  • Excellent analytical and problem solving skills.
  • Strong computer skills including Microsoft Office applications, and general reporting software.
  • Ability to present to professionals – clients, colleagues, senior leaders.
  • Excellent math capabilities; including the ability to analyze and organize data.
  • Strong attention to detail.
  • Ability to make appropriate decisions.
  • Excellent organizational skills.
  • Excellent communication skills: written, verbal and interpersonal.
  • Ability to work well with others at all levels of the organization.
  • Ability to work under pressure.
  • Ability to identify and escalate critical conditions.
  • Strong aptitude for learning new technology applications.

 

PHYSICAL DEMANDS:

 

  • Ability to sit at a computer terminal for extended periods of time.
  • Ability to handle 30-40 calls each day
  • Ability to lift up to ten (10) pounds.

 

 

The specific statements shown in each section of this description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform this position.

 

City: Austin

State: Texas

Community / Marketing Title: Customer Service Supervisor, Contact Center

Company Profile:

We believe that everyone should live life free of dental disease. As a purpose-driven, double bottom line company that is improving oral health for everyone, we are transforming the oral health system – from the way we provide care and pay for it, to how we talk about it and prioritize it in our policies and communities.

Meaningful change requires a revolution in oral health. We are redefining what it means to prevent disease and provide better access to care for everyone. We are going beyond the dental chair to reshape the oral health system, addressing total health and the social and cultural factors that impact it. 

To make this revolution a reality, we harness our unique reach and insights to advance policy, financing, care, and the community. That means solving problems in a flexible and efficient way, testing and trialing to create new solutions and delivering measurable outcomes for the people we serve.

The people of DentaQuest have a common purpose, and we work together with passion, perseverance and focus to achieve a nation where no child suffers from the pain of tooth decay. Where adults keep all their teeth for their entire lives. Where every person has access to quality dental care.

Company Profile Job:

At DentaQuest, we believe that everyone should live life free of dental disease. As a purpose-driven, double bottom line company that is improving oral health for everyone, we are transforming the oral health system – from the way we provide care and pay for it, to how we talk about it and prioritize it in our policies and communities.

Meaningful change requires a revolution in oral health. We are redefining what it means to prevent disease and provide better access to care for everyone. We are going beyond the dental chair to reshape the oral health system, addressing total health and the social and cultural factors that impact it. 

To make this revolution a reality, we harness our unique reach and insights to advance policy, financing, care, and the community. That means solving problems in a flexible and efficient way, testing and trialing to create new solutions and delivering measurable outcomes for the people we serve.

The people of DentaQuest have a common purpose, and we work together with passion, perseverance and focus to achieve a nation where no child suffers from the pain of tooth decay. Where adults keep all their teeth for their entire lives. Where every person has access to quality dental care.

Location_formattedLocationLong: Austin, Texas US

CountryEEOText_Description: In accordance with our Compliance Plan, employees must conduct business in accordance with applicable laws, regulations, professional standards and ethical standards and report potential compliance or ethical issues to manager or Compliance Officer. Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please see Human Resources for additional information regarding this Program. Equal Employment Opportunity Statement: We are committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, or sexual orientation.

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