Senior Customer Service Associate

We are hiring for a Sr. Customer Service Associate to start immediately.

Essential Responsibilities

1. Customer Service Operations

• Oversee the daily operations of both the Customer Service Tech and Appointment Scheduling teams.
• Ensure all customer interactions meet company standards for professionalism, accuracy, and responsiveness.
• Monitor department productivity, service levels, and key performance indicators (KPIs).
• Identify operational challenges and implement process improvements to increase efficiency.
• Ensure departmental goals and service level agreements (SLAs) are consistently achieved.

2. Patient Scheduling Management

• Lead and supervise the patient scheduling team.
• Ensure all patient cases are handled accurately and within established turnaround times.
• Monitor scheduling queues to prevent delays and maintain workflow efficiency.
• Coordinate with Dispatch, production, and sales teams to resolve scheduling conflicts.
• Develop scheduling strategies that maximize productivity and client satisfaction.

3. Case Management

• Manage and resolve Level 1 through 3 case inquiries.
• Serve as one of the escalation points for complex customer concerns.
• Ensure all case questions are answered accurately and within required response times.
• Partner with internal departments to facilitate timely case resolution.
• Maintain complete and accurate documentation of case activity.

4. Communication Oversight

• Oversee and prioritize all in-bound customer communication channels, including:

o Department email inboxes
o Voice mail
o Magic Touch communications
o Rush case requests
o Internal messaging systems and other channels

• Ensure inquiries are assigned, tracked, and resolved promptly.
• Monitor response times and maintain communication standards.

5. Team Leadership & Development

• Supervise, coach, and mentor customer service tech representatives and scheduling staff.
• Provide ongoing coaching to improve communication, problem-solving, and customer service skills.
• Identify development opportunities and create individualized coaching plans.
• Assist with recruiting, onboarding, and training new employees.
• Foster a positive, collaborative, and high-performing team culture.

6. Cross-Functional Collaboration

• Partner with Sales, Production, Dispatch, and Operations teams to improve customer outcomes.
• Participate in departmental meetings and strategic planning initiatives.
• Support company-wide projects focused on operational excellence and customer experience.

Schedule: Monday to Friday from 10am to 6pm

Pay: $23-$25/hr.