VDL Client Service Center Operations Supervisor II

Responsibilities

• Supervise Client Service Center employees, monitor and manage workload, perform all tasks currently performed by CSC personnel, model expected customer service behavior, and provide mentoring leadership for staff.
• Reassign individuals as necessary to accommodate urgent situations; serve as a liaison with clients, both internal and external, to ensure work completion and accuracy.
• Monitor hourly telephone volume, intercede early in problem requests; assist when call volume is high. Escalate to Patient Management Team or lab supervisor as necessary.
• Review customer call recordings and utilize to mentor staff. Manage and review customer complaints.
• Create monthly schedule, manage time off requests and absences, monitor attendance, and perform employee evaluations.
• Interview, hire, train, evaluate, and discipline regular and temporary CSC personnel. Resolve internal complaints and grievances.
• Develop, maintain, and implement Standard Operating Procedures (SOPs). Continually evaluate processes for opportunities for improvement.
• Collect, maintain, and report performance records, and participate as a member of the Patient Management Team.
• Other duties as assigned.

Requirements

• Knowledge equivalent to that which would be acquired in the first two or three years in college, technical, vocational or business school with coursework in a field related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in a client service area, and one to three years supervisory experience; or an equivalent combination of education and experience.
• A successful candidate will be a supervisor who performs all tasks within the VDL Client Service Center, who provides their fullest support in making subordinate employees successful and acts as the back-up to all subordinate employees; a professional who is organized, detail oriented, and one who does not sweat the small stuff and is able to remain calm, cool, and collected under pressure.
• The ideal candidate for this role will be team oriented, collaborative by nature, customer service focused, an independent problem solver, and has a positive attitude, while always maintaining a professional demeanor.
• Good written and oral communication skills; ability to function as a team member within and across multiple levels of operations.
• Experience working in a laboratory environment requiring specific safety and security awareness training; supervision of employees of a veterinary/medical/clinical operation; or an equivalent combination of education and experience.

Qualifications

• Knowledge equivalent to that which would be acquired in the first two or three years in college, technical, vocational or business school with coursework in a field related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in a client service area, and one to three years supervisory experience; or an equivalent combination of education and experience.
• A successful candidate will be a supervisor who performs all tasks within the VDL Client Service Center, who provides their fullest support in making subordinate employees successful and acts as the back-up to all subordinate employees; a professional who is organized, detail oriented, and one who does not sweat the small stuff and is able to remain calm, cool, and collected under pressure.
• The ideal candidate for this role will be team oriented, collaborative by nature, customer service focused, an independent problem solver, and has a positive attitude, while always maintaining a professional demeanor.
• Good written and oral communication skills; ability to function as a team member within and across multiple levels of operations.
• Experience working in a laboratory environment requiring specific safety and security awareness training; supervision of employees of a veterinary/medical/clinical operation; or an equivalent combination of education and experience.

Skills

• Supervisory skills
• Customer service skills
• Problem-solving skills
• Organizational skills
• Communication skills

Benefits

• Comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

• Competitive salary based on experience and qualifications.

Schedule

• Standard 8-5 work schedule.