Oversee and supervise a team in the Homecare Service Center. Respond to complex or intense customer and sales rep service inquiries and problems via the telephone and email.
Monitor HCAM calls for quality and provide feedback as appropriate.
Receive escalation calls from customers and sales reps and take necessary steps to resolve problem situations. Refer complaints of service failures to designated departments for investigation.
Mentor and coach a team of service representatives.
Interview and select qualified candidates.
"On-call" for emergency customer phone calls after normal business hours.
Provide reps with weekly statistics and create month end reports for team. Calculate bonus for team and meet with each team member to discuss bonus received, expectations and improvements.
Develop and mentor staff through on-boarding, open communication, training and development opportunities and performance management processes; build and maintain employee morale and motivation; ensure the team is appropriately staffed with required competencies.
Medline offers a business casual, entrepreneurial work environment with strong growth potential, a competitive compensation package, and a complete benefits package including medical/dental/vision/life insurance; 401(k) with company match. And much more!Education
High school diploma or equivalent.
Relevant Work Experience
At least 2 years of HCAM experience or 4 years of Customer Service.
Additional
Advanced skill level in SAP.
Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
Advanced level skill in Microsoft Word (for example: adding developer tab, creating a macro, formatting table style, inserting comments and/or creating a mail merge).
Preferred Qualifications
Education
Bachelor's degree.
Relevant Work Experience
At least 2 years of experience coaching, mentoring and training staff.
