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:
   • 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.
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.