Customer Service Supervisor

Joerns Healthcare is a leading national distributor of therapeutic?support?surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.

We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.


At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.

Position Summary

The Customer Service Supervisor? will be responsible for management of customer service team, metrics, ensuring customer satisfaction, reporting statistical performance levels related to call center

Major Duties & Responsibilities

  • Supervision of all daily activities of the customer service team

  • Provide education, consultation and support to staff and customers

  • Monitor calls for quality assurance fostering continuous improvement and exceeding service level performance

  • Ability to continually engagee team in developing best practices in the performance

  • Analyze trends using call log reporting systems

  • Assist in development of quality assurance programs to evaluate customer satisfaction

  • Assist in investigation of service failures as needed to determine root cause

  • Supports all procedures and processes within the organization

  • Department shifts cover live calls up to 12 hours per day

Required Education

High school diploma or?equivalent

Required Skills & Experience

  • 3 years supervisory experience

  • Highly developed problem solving skills

  • Strong organization and time management skills

  • Data entry speed Minimum 45 wpm

  • Ability to learn and adapt quickly to changing priorities

  • Develop procedures and ensure compliance

  • Microsoft Word, Excel and Outlook experience

  • Strong data entry skills using multiple data base systems

Preferred Skills, Experience & Education

  • Experience with SAP and SalesForce.com

Joerns Healthcare is an?Equal Opportunity Employer


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