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Manager Of Customer Service Optical Lab - Full Time
Company | Henry Ford Health |
Address | , Troy, Mi |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-06-24 |
Posted at | 1 year ago |
Responsible for directing the daily operation and supervision of the contact center through effective use of all resources. The primary focus is to improve the customer’s overall experience by developing, implementing and managing contact center strategies and operations. Responsible for providing supervision, leadership, performance coaching (training) and career counseling for the continued advancement of the Optical Customer Service Representatives. Responsible for meeting and setting customer service targets, as well as planning areas of improvement including, but not limited to, handling escalated customer calls in alignment with company objectives. Responsible for the coordination of all personnel and administrative activities for assigned associates.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Analyze complex account issues and escalations to ensure appropriate and balanced resolution, including monitoring calls for quality assurance
- Recruit, hire, develop, manage, and motivate a strong, effective Customer Service Team
- Advanced skill with LMS, POS, and Office Suite software
- Identify service problems and volumes, and recommend solutions to senior manager when required Facilitates team meetings, communicates changes in policies and procedures to internal and external customers as needed
- Administers annual performance reviews and creates action plan for associate development
- Performs additional duties as directed
EDUCATION/EXPERIENCE REQUIRED:
- Requires a minimum of 5 years of call center or retail operations experience
- ABO certification preferred.
- Requires a minimum of 5 years of Optical experience
- Requires a minimum of 3 years in a supervisor or management position
- Requires high school diploma or GED. Associate Degree preferred.
CERTIFICATIONS/LICENSURES REQUIRED:
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below:
- Communication Ownership
- Understanding Motivation
- Teamwork Respect
- Sensitivity Excellence
Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:
- Be open to new learning experiences
- Accepts and respects diversity without judgment
- Be flexible and committed to the team concept
- Be self-directed
- Demonstrate teamwork, initiative and willingness to learn
- Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
Works in a normal office environment.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s
major academic medical centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.
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