Customer Service Supervisor

ABC Home Medical Supply, Inc is one of the nation’s leading urological supply providers and serves as a one-stop shop with a comprehensive line of medical supplies and service that includes: Urological, Incontinence, Wound Care, and Ostomy. ABC Medical is part of the JDS, Inc family of businesses. Our service companies possess the knowledge and expertise to deliver first-class products and personalized home healthcare services.

Location: Nashville

Department

ABC Medical is one of the nation’s leading urological supply providers, and serves as a one-stop shop with a comprehensive line of medical supplies and services that includes: Urological, Incontinence, Wound Care, and Ostomy. ABC Medical is part of the JDS, Inc family of businesses. Our service companies possess the knowledge and expertise to deliver first-class products and personalized home healthcare services.

Responsibilities

The Customer Service Supervisor manages a geographically dispersed team under the general supervision of the Call Center Customer Service Manager and is responsible for the coordination of the Call Center Customer Service Team.

• Supervises team of 10-15 Customer Service Representatives in call center environment.
• Ensures all team member operational KPI's (hold time, talk time, attendance, etc) are consistently met.
• Engages in call monitoring exercises and provides feedback to direct reports.
• Manages customer escalations with empathy and intention to resolve as quickly as possible.
• Participate in interviewing candidates as needed.
• Assists Customer Service Representatives with developing an individualized career development plan for future growth opportunities with the organization.
  
  

Minimum Qualifications

• High school diploma, bachelor’s degree preferred
• 2 years of leadership experience, preferably in a call center environment
• Coaching experience with ability to develop action plans accordingly
• Experience managing multiple tasks with ability to prioritize and analyze data
• Basic knowledge of Microsoft Office products
• Working knowledge of HIPAA guidelines
  
  

Preferred Qualifications

• Working knowledge of Brighttree system
  
  

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

• The anticipated base salary range for this position is $44,782 - $70,372 The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.
• The Company also provides a unique Benefit of Employee Share Ownership Program (BESOP) program based on earnings and length of service.
• The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid parental leaves, statutory leaves/disability programs, accident, and life.
• The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions.
• The Company’s paid time off benefits include: 8 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.
  
  

Job Req ID: 34494

EOE Statement

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

Team members shall adhere to high standards of ethical conduct and will comply with and assist the Company in complying with all policies and applicable laws and regulations.

Accommodations Statement

ABC Medical endeavors to make www.abc-med.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the ABC Medical HR Department at HR@abc-med.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.