Supervisor, Customer Care

Frostburg, MD, US, 21532

Description: 

Do you enjoy helping people with important decisions? Do you like to coach team members? We are hiring a Team lead who will support a small team of Customer Care Coordinators that will take incoming Hospice intake calls from family members/patients who have questions about home hospice. You do not need a background in healthcare, just patience and empathy for those calling in and a desire to understand concerns, provide solutions, and make an impact on the lives of others. We offer paid training, health benefits for you & your family, the opportunity for professional growth, and many more employer perks. Interested? APPLY TODAY!

 

ESSENTIAL FUNCTIONS

  • Train and coach staff in standard policies, procedures, and best practices.
  • Identify opportunities for operational improvements and implement solutions.
  • May monitor staff performance and have responsibility for hiring and performance appraisal.
  • Supervise a small group of para-professional staff characterized by highly transactional or
  • repetitive processes.
  • Contribute to the development of processes and procedures.
  • Take inbound calls when gaps are identified or team members are out of the office
  • Answer Inbound Calls from patients/family members for home hospice
  • Provide information about the hospice care
  • Ask questions that will aid in the intake process and record information into database
  • Navigate Through Multiple Computer Applications with Speed & Accuracy

COMPETENCIES

  • Service Desk Management
  • Service Level Management
  • Service Management
  • Service Operations
  • Customer Service Help Desk Software

REQUIRED EDUCATION AND EXPERIENCE

  • Bachelor’s Degree or the equivalent of 3 years of leadership experience
  • Professional Positive Attitude & Courteous Telephone Etiquette
  • Full-Time Schedule Availability (Evenings/Weekends Required)
  • Willing to submit a Background Check

BENEFITS & PERKS:

  • Benefits eligibility on Day 1
  • Health Insurance (Medical, Dental, Vision) & Other Benefits
  • Pet Insurance
  • Paid, Virtual Training
  • Remote Work Environment
  • Opportunity for Professional Development

 

SUPERVISORY RESPONSIBILITY

Yes

 

WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

 

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

 

OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.


Nearest Major Market: Cumberland