Customer Service Manager – Louisville, KY - Direct Sales Recruiting, LLC

Customer Service Manager

Resumes to Careers@directhr.com

My client provides comprehensive management solutions within the pharmaceutical and healthcare vertical. They are seeking a Customer Service Manager responsible for managing a team and providing support in daily operations, monitoring activities, metrics and performance. Assist with customer calls and manage daily staffing needs.

Responsibilities:

• Manage a team of Customer Service staff
• Participate in hiring process, training and coaching
• Oversee team activities, manage time/attendance, time approval and requests for PTO
• Available to assist with tough calls and questions; provide guidance, manage escalations and seek resolutions
• Ensure SLAs are met/achieved by managing staffing based on work volume, priorities and other factors
• Continuous improvement; monitor KPIs, identity any process/program issues and make recommendations
• Ensure SOP compliance by performing routine audits
• Conduct Quality Assurance on calls, monitoring performance and train/coach as needed
• Review performance trends, targets; analyze data and prepare reports

Requirements:

• Bachelor’s Degree
• Min. 2+ years of Customer Service Supervisory experience
• Min. 3+ years of Customer Service experience within a call-center, customer service environment
• Experience in Specialty Pharmacy preferred
• Experience within the pharmaceutical and/or healthcare industries
• Experience working in a medical office and/or medical insurance
• Bilingual Spanish preferred
• cGMP, HIPAA and PDMA experience
• Ability to maintain high-level of confidentiality
• Ability to multi-task, prioritize and meet deadlines
• Excellent Communication and Customer Service skills
• Strong computer skills; proficiency in Microsoft Office suite

Offering:

• Hourly rate: $25-26/hour (Supervisor level)
• Hourly rate: $28-29/hour (Manager level)
• Benefits kick in Day 1, 401K, PTO

Resumes to Careers@directhr.com

Any information contained in this email is subject to change. Please review compensation package with the client at the appropriate time. Interviews are not an indication that an offer will be made. All offers given by our clients are contingent on a thorough background check Direct Sales Recruiting, LLC, (DSR) and DirectHR are National Recruitment organizations partnering with National, Regional and Local Clients to bring qualified candidates a career and a future. DSR offers over 50 years combined Recruitment, Sales and Management experience. We are, along with our clients, an Equal Opportunity Employer and are committed to hiring and supporting a diverse workforce. AM/F/D/V

Tagged as: Call Center, Customer Service, Customer Service Management, Healthcare, HIPPA, Medical Insurance, Medical Office, Pharmaceutical