Assist in the management of employees, activities, and systems related to the customer service aspect of HSPS products and services. Ensure that timely and effective customer service expectations are met and/or exceeded at all times. Work toward and assist in the achievement of individual, team and department goals.
ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:
Assist in the supervision and management of the day-to-day activities of the team, including statistical reporting, team mentoring, ongoing trainings, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction.
Work closely with customers, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers.
Participates in special projects and performs other duties as required.
In addition to the essential duties and responsibilities listed above, all positions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
Must be a Tech III or higher in any HSPS Customer Service Department or have 2 years equivalent experience within HSPS. Previous management experience is a plus.
Specialized Knowledge and Skills:
eServices/Easy Dental/Dentrix product knowledge is a plus. Experience with Siebel CRM software and Lucent Avaya Call Center software is a plus. Effective time and resource management skills with ability to assign, train and monitor work. Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills. Professional appearance and presentation required. Excellent computer knowledge, especially with Microsoft Office applications. Ability to resolve complex problems and questions on function and usage of products and services. Ability to professionally handle and resolve stressful situations will be required. Excellent telephone skills, detail oriented and ability to handle confidential information. Excellent analytical and statistical analysis skills.
Henry Schein - 19 months ago
From Poughkeepsie to Prague, Henry Schein outfits dental offices around the world with everything they need. The company is a leading global...