Supervisor - Customer Service Representatives

Description

Management/Leadership
Req #: 37827

Summary:
This is a working supervisory position that manages the work of Customer Service Representatives. The Supervisor serves as a CSR providing vital first contact for many MMC patients, visitors, and other customers. The Supervisor maintains the schedule for all Customer Service Representatives, ensures coverage for all posts, provides training, oversight, and performance management and reviews for Customer Service Representative employees. The Supervisor will need to be flexible with their schedule and fill in as a float when needed. The Supervisor Manages Brackett House in conjunction with Property Management, and the Director of Patient Experience. Additionally, the Supervisor provides customer service functions and conveys a friendly, caring, and professional attitude. The Supervisor is responsible for meeting, greeting, and assessing needs of customers, providing specific information and assistance, and ensuring that customers' needs are met.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

1. Education: A high school diploma is preferred; Bachelor's degree in health care or related field preferred.
2. License/Certifications: N/A
3. Experience: Two to five years of experience in a health care setting is desirable but not required. The employee needs an understanding of customer service principles, to a level that would be acquired through at least two years of prior experience and six months of on the job training.
4. This position requires the employee to have experience with or the capability to be trained to a high degree of skill in analytical and complex problem solving.
5. This position requires strong supervisory skills, as generally acquired through two to five years of experience. Must be able to balance multiple demands.
6. Outstanding organizational and communication skills.
7. The employee must have the discipline to follow through to ensure that customers' concerns and needs are addressed.
8. Must maintain a positive outlook, high energy level, and pleasant demeanor.
9. Must be able to maintain poise and calm in dealing with a wide variety of complaints, personalities, levels of stress, complicated situations, illness, and urgent demands.
10. Must understand and be able to maintain privacy and confidentiality, and be comfortable interacting with a diverse population.
11. Must be able to deal effectively and safely with verbally offensive and/or distressed customers, including those who may be potentially or actually violent, pose safety risks, or pose infection risks.
12. The ability to work in an extremely demanding, fast paced environment under significant pressure.
13. The ability to manage customers who may be in a waiting room or a lobby area, under significant duress, for extended periods of time, and ensure that their ongoing needs are met.
14. Ability to learn, remember, and explain the complex layout of Maine Medical Center and the locations of services.
15. Ability to understand, interpret, and explain institutional policies and procedures.
16. Basic computer skills to use Microsoft Word and email and internet programs.

If you have questions about this role, please contact