Supervisor, Customer Service

2 weeks ago
Job ID
2017-5145
US
Category
Customer Service/Accessioning
CA
Shift
AM
Redwood City

Overview

The Customer Service Supervisor is responsible for assisting the Customer Service Manager with all operational, and administrative processes associated with the customer service department at Genomic Health Inc. A primary responsibility of this position is to assist in developing a world class customer service department that is both focused and highly responsive to our customer needs. In additional the CSM must promulgate and enforce the customer service policies and procedures of GHI in a reference lab environment. The customer service supervisor will oversee the activities of the Customer Relations Specialists; participate in the development and administration of customer service policies and procedures to ensure consistent, high quality customer service and satisfaction; troubleshoot and resolve non-routine customer complaints; resolve any problems with incoming test requests, delivery dates or service and monitor our customers (internal/external) to ensure world class customer service throughout.

Responsibilities

• Work with the Manager of Customer Service in the development and implementation of a world class customer service model that is ahead of the curve, anticipates changes in customer needs, is prepared to expand quickly/efficiently and is consider the best in the industry.

• Manage all customer service support activities, including responses to incoming phone and email inquiries and elevates critical issues to the attention of the Customer Service Manager when needed. Ensure that all activities within the Customer Service group are being performed and documented within established SOPs and Customer Service Best Practices .

• Responsible for the daily management of the Nortel ACD call management system; monitoring daily call flow, average speed to answer and abandonment rates. Provide real time feedback to staff and provide individual and department historical stats via Symposium Call Managerment Reports on an as needed basis.

• Participate in Call Monitoring Program to ensure quality service is provided to all GHI customers and document performance of staff in the areas of courteousness, knowledge, efficiency, promptness

• Represent the customer service department in inter-departmental meetings such as

• weekly Ops, Pre-Post Analytical and GAP calls with Quadax as needed.

• Assist with overflow calls & provide back-up support as necessary during staff vacations, training, and off site activities.

• Assist the Manager of Customer Service in the interview, selection and hiring of new staff. Responsible for coaching and training of the Customer Relations Specialists, conducting monthly 1:1s and fostering an environment of open communication. • Assists the Manager of Customer Service in the Performance Assessments of the customer service staff by providing thoughtful feedback, documented performance outcomes and insight into their development plan.

• Work closely with the Supervisor, Sample Accessioning in developing efficiencies between the two departments and ensuring that SOPs and Best Practices for each department are met on a daily basis.

• Assist as needed in the Sales Training Program for new ROLs

• Department Planning: Assist the Manager, Customer Service in establishing workload levels consistent with needs of customers; recommend and grow the customer service & sample accessioning groups as needed.

• Communication: Communicate regularly with peers, his/her Manager, internal and external partners.

• Collaboration: Works closely with his/her manager and peers to identify unique opportunities for attainment of corporate objectives. Regularly attends meetings to understand needs and communicate deliverables.

• Personal Development Plan: Works with his/her Manager to identify and execute a personal development plan to increase/enhance his/her performance level and overall contribution to GHI.

• Compliance: Operates within all applicable regulations as well as all standard operating procedures provided by GHI.

• Use of Resources: Knows the resources available to him/her and uses these appropriately to maximize the client and patient experience with the GHI services

Qualifications

• Recognized by others, internally and externally, for strong interpersonal and influencing skills
• Highly creative at identifying new and different ways to develop solve problems.

• An excellent team player – highly effective in working with others

• Highly effective at overcoming obstacles – tenacious and resilient

• Demonstrated potential for solid supervisory skills with mid-level employees in a small company environment.

• Basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with GHI services.

• A deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at GHI for the company, patients, and health care providers.

• Experience in small company setting preferred

• Ease of working with internal and external groups in reinforcing policy as well as accepting of suggestions for improvement.

• Outstanding written and verbal communication and public relations skills • Detail oriented: ability to track and manage multiple simultaneous tasks

• Strong organizational, prioritization skills • Self-directed, able to operate independently

• Ability and desire to thrive in a high-pressure, technical client-services environment

• Working knowledge of MS Office (Word, Excel, Access)

• Significant PC knowledge

• 3 or more years cutomer service experience in a healthcare, or clinical reference laboratory preferred.

• Bachelor’s Degree preferred

• Demonstrated effective leadership skills

• Able to legally perform duties within the United States

• Valid Driver’s License

• Strong communicator with ability to maintain open communication with internal employees, managers and customers as needed

• Able to integrate and apply feedback in a professional manner

• Able to prioritize and drive to results with a high emphasis on quality

• Ability to work as part of a team

Company Profile

Genomic Health is a global provider of genomic-based diagnostic tests that address the overtreatment of cancer, one of the greatest issues in healthcare today. Our goal is to improve the lives of people with cancer by providing personalized, biological information that helps them get the right treatment at the right time, and to avoid unnecessary treatments and their side effects. In this way, our work is truly life, changing.

 

  • Our Oncotype IQ Genomic Intelligence Platform is a portfolio of diagnostic tests that help physicians and patients answer specific and critical treatment questions throughout the cancer journey
  • We currently offer Oncotype tests addressing breast, colon, prostate and lung cancers and hundreds of thousands of patients from over 90 countries have benefited from our tests.
  • The Oncotype DX breast cancer test is considered standard of care in the US and is included in all major international clinical guidelines for breast cancer treatment.
  • We are expanding our portfolio of tests to include additional liquid- and tissue-based tests through clinical research and internal product development as well as strategic partnerships.

 

Join the Genomic Health Team, and have the unique opportunity to make a difference in the lives of patients with cancer, while developing your career potential.  We embrace our unique culture characterized by our Core Values of Community, Truth Seeking, Being Ahead of the Curve and Winning to be the best in the world at what we do. We maintain competitive total rewards programs designed to satisfy our employees’ work life and personal life needs. 

 

All qualified applicants will receive consideration for employment without regard to race, sex, gender identity, color, religion, national origin, protected veteran status, or on the basis of disability.

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