The Customer Care Supervisor position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.    RESPONSIBILITIES:· Accomplish departmental goals (accessibility, accuracy… Show more The Customer Care Supervisor position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.    RESPONSIBILITIES:· Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to the manager and director issues, which may prevent accomplishment of departmental goals.· Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.· Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence.  Assess call monitoring and take the actions as required to improve or sustain performance.· Develop action planning for performance improvement by analyzing monthly reports and other observed trends.· Organize and track key information and documents.· Work with other departments to ensure queues times are met.· Manage Altiris tickets and ensure appropriate language, attention, and turnaround times exist to appropriately address departmental needs.· Develop innovative ways to motivate the staff.  · Foster an environment of teamwork by participating in and leading teambuilding activities.· Provide customer center workflow and quality improvement.· Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations.· Prepare reports and conduct data analysis for client meetings and presentations.· Identify and create efficiencies Show less

• Requires immediate ownership and response to escalations received from the Customer Service Department.• Responds to the customer and establishes him/herself as the single point of contact; sets expectations with the customer.• Establishes an action plan and elicits the cooperation of other departments and management as necessary to work through issues according to the plan.• Stays in constant contact with the customer and keeps him/her abreast of any progress.• Works directly… Show more • Requires immediate ownership and response to escalations received from the Customer Service Department.• Responds to the customer and establishes him/herself as the single point of contact; sets expectations with the customer.• Establishes an action plan and elicits the cooperation of other departments and management as necessary to work through issues according to the plan.• Stays in constant contact with the customer and keeps him/her abreast of any progress.• Works directly with the Complaints, Grievances, and Appeals Department when escalated issues cannot be resolved in accordance with State and Federal regulations or within the designated timeframe.• Uses appropriate judgment to prioritize escalations, based on timing and severity, in order to ensure all acknowledgements, follow up calls, and problem closures are accomplished within the appropriate Service Level.• Maintains detailed notes within the system during the escalation process including the issue, actions taken, and corresponding results• Assists in the development, documentation and implementation of new processes, procedures and system enhancements required to augment the call tracking process.• Identifies and alerts management of any recurring issues or trends in service operations that may lead to critical business concerns.• Documents and communicates any necessary information to the Customer Department as needed to educate others on - policies, procedures or business knowledge.• Complies with internal SLAs.• Identifies training needs.• Other duties as assigned. Show less