Customer Service Supervisor

Description:

POSITION SUMMARY:                             6:00 am to 2:30 pm – Flexible to work other hours as needed

The Customer Service Supervisor will manage the daily operations of the School of Origin Transportation Program to achieve contract performance standards. This position requires the ability to work as a team member, be organize and manage program activities, to think creatively and strategically.   As well as evaluate existing processes and implement supports toward continued quality enhancements.  This includes but is not limited to supervision of staff, training, quality assurance, data and reporting duties. The Customer Service Supervisor will ensure effective communication with DCF and with Transportation Providers. This position will represent ABH® and its services in a positive and professional manner and adhere to ABH®’s best practices, guidelines, policies and procedures as established, promoting ABH® as a leader in behavioral healthcare in all interactions and work.

DUTIES AND RESPONSIBILITIES:

  • The Customer Service Supervisor is responsible for acting as primary point of contact for the School of Origin Transportation program. 
  • Serves as main contact of communications, requiring high amounts of phone and email correspondence between the internal staff, providers, DCF and other external contacts
  • Ability to multi task and prioritize in order to ensure services are being provided and inquiries are being responded to and fully resolved.
  • Supervises the Transportation Specialists and provides back up when needed;
  • Provides quality customer service and information for all inquiries via phone, fax, mail or email; 
  • Prioritize and bring complex matters to the Vice President of Programs attention for resolution;
  • Run weekly reports summarizing contract deliverables and services for Manager and DCF.
  • Models customer service standards and demonstrates value for all people in the work environment.
  • Effectively models and upholds a customer service orientation with staff to meet the needs of all internal and external customers;
  • Maintaining all internal and external operation policy and procedure manuals;
  • Maintains confidentiality and adheres to all HIPAA related policies and procedures;
  • Demonstrates ethical behavior and cultural sensitivity in all activities involving individuals of diverse backgrounds;
  • Performs other tasks/responsibilities as required to support the business operations.
  • Attend annual Conflict of Interest training

SUPERVISORY DUTIES AND RESPONSIBLITIES:

Responsible for the supervision/management of staff assigned.  This includes; but is not limited to establishing and maintaining a working environment conducive to positive morale and teamwork; recruit and hire qualified employees; provide orientation and on-the-job training for staff.  Establish short and long term goals that are both measurable and obtainable to meet contract requirements and ensure that these expectations are clearly communicated and understood by all direct and indirect reports.  Review and approve all applicable timesheets.  Oversee the daily responsibilities of direct reports to ensure that ABH® policies and procedures are being followed and the program/department goals are being met.  Provide year-round feedback to employees, counseling, coaching, and training resources and support as necessary.  Refer performance concerns/issues to next level Manager & Human Resources Department for advice, next steps and appropriate action. Complete timely staff performance evaluations outlining clearly defining goals/expectations, secure applicable signatures/approvals and process paperwork


EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Bachelor’s Degree or combination of experience & education;
  • 3 + years of Dispatch experience
  • 3 + years of experience using tracking software; Routing Box dispatch software preferred.

KNOWLEDGE/SKILLS/ABILITIES:

  • Ability to carry laptop & phone to be able to respond to emergency/off hour situations;
  • Must have exceptional communication skills (written & verbal) and a great customer service attitude at all times;
  • Demonstrated work experience in supervising employees for effective and efficient service delivery;
  • Demonstrated planning and organizational skills;
  • Ability to handle multiple tasks simultaneously in a fast-paced high pressure situations with confidence & a positive attitude environment;
  • Cultural competency;
  • Strong attention to detail; ability to work on multiple tasks and meet deadlines;
  • Excellent PC skills with demonstrated experience using Microsoft Office Package (MS Word, Excel, Power Point, Access, Outlook), internet and dispatch software; 
  • Learning and mastering our transportation scheduling software system (Routing Box);

 

 

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We are an Equal Opportunity Employer.


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Advanced Behavioral Health, Inc.

213 Court Street
Middletown, CT 06457

Phone: (860) 638-5309
Fax: (860) 638-5302