Located in Englewood Cliffs, NJ
Pay: $$23-$25
Job Full Description
We are hiring for a Sr. Customer Service Associate to start immediately.
Essential Responsibilities
- 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.
- 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.
- 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.
- Communication Oversight
- Oversee and prioritize all in-bound customer communication channels, including:
- Department email inboxes
- Voice mail
- Magic Touch communications
- Rush case requests
- Internal messaging systems and other channels
- Ensure inquiries are assigned, tracked, and resolved promptly.
- Monitor response times and maintain communication standards.
- 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.
- 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 8am to 5pm
Pay: $23-$25/hr.
Apply online at www.expresspros.com/unioncitynj
Union City, NJ
3187
4808 Bergenline Avenue
Suite 502
Union City, NJ 07087
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