Customer Support Supervisor, Account Liaison

Role Summary

The Account Liaison Supervisor position is responsible for hiring team members, managing performance, and ensuring that daily and monthly service expectations are met. This position provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. This position is responsible for monitoring customer service standards. The Account Liaison Supervisor assists the Customer Support Management with the daily operations of the group. This position carries out supervisor responsibilities in accordance with organization policies, standard operating procedures, and applicable laws.

Responsibilities

• Supervises a team of up to twelve account liaisons or specialist roles.
• Supervises day-to-day activities of team of account liaisons, including management of test requisitions, customer phone calls, specimen ordering, and discrepancy management.
• Meets all deliverables and goals set by senior leadership, including the management of key performance indicators.
• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work for the staff, as needed.
• Hires and onboard team members with required system and hardware access for training.
• Works closely with the department trainer for new and refresher training.
• Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.
• Provides regular feedback and completes monthly one-on-ones with all account liaisons on their performance. Quickly identify areas of improvement and strength, wins and recognition.
• Manages performance accountabilities for individual team members and team using a balanced approach and capture feedback in Workday.
• Collaborates with senior management and human resources as it relates to team member challenges dealing with performance issues and behavior.
• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports/tools.
• Mentors, coaches, and address developmental opportunities and disciplinary issues on the team. Implement corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.
• Conducts reviews on work and determines additional training and coaching that may be required due to the results of the audit, including providing recommendations, guidance, and implementing solutions to improve results.
• Supports new technologies as a tool for driving increased efficiency and stronger results.
• Conducts regular team meetings. Attend applicable department/management meetings. Keep the team informed of new processes and general updates.
• Works collaboratively to solve problems and participate cross functionally with other teams.
• Maintains a high level of confidentiality to protect the concerns of the company and employees.
• Provides strong, consistent leadership and direction to the team, translates company and department vision into measurable goals and objectives for the team and helps team members understand how they contribute to Caris‚Äô success.
• Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high-performance environment.
• Accepts other duties as assigned.

Qualifications

• High School diploma or equivalent required.
• Minimum one year with Caris
• Three to five years in a supervisory/client services role is required
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet/intranet for business use.
• Drive for Results (Service, Quality, and Continuous Improvement) ‚Äì Ensure procedures and processes are in place that leads to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication ‚Äì Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results.
• Teamwork ‚Äì Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus ‚Äì Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.
• Effective leadership and team building skills
• Proven understanding of the customer support role and customer engagement

Education

• Bachelor‚Äôs degree preferred.

Physical Demands

• Must possess ability to sit and/or stand for long periods of time.
• Must possess ability to perform repetitive motion.
• Ability to lift up to 30 pounds.

Other

• This position requires the flexing of one‚Äôs schedule to accommodate business needs.
• This position requires periodic travel and some evenings, weekends and/or Holidays.
• This position requires new hire training and some continuing educational training to be conducted in person.
• This job description reflects management‚Äôs assignment of essential functions. Nothing in this job description restricts management‚Äôs right to assign or reassign duties and responsibilities to this job at any time.