Exact Sciences Corporation

Supervisor, Customer Service

Job Locations US-CA-Redwood City
Req No.
2021-8572
Category
Customer Support
Type
Regular Full-Time

Summary of Major Responsibilities

The Supervisor, Customer Service is responsible for assisting with all operational administrative processes associated with the customer service department at Exact Sciences.  A primary responsibility of this position is to assist in the development of a world class customer service department that is both focused and highly responsive to our customer needs. In addition, the Supervisor, Customer Service must promulgate and enforce the customer service policies and procedures of Exact Sciences in a reference lab environment.

 

The Supervisor, Customer Service will oversee the activities of the customer relations specialist team and participate in the development and administration of customer service policies and procedures to ensure consistent, high quality customer service and satisfaction. Additionally, this role will troubleshoot and resolve non-routine customer complaints, resolve any problems with; including, but not limited to, incoming test requests, delivery dates, or service, and monitor our internal and external customers to ensure world class customer service throughout

Essential Duties and Responsibilities

  • Work with the customer service team leadership in the development and implementation of a world class customer service model that is ahead of the curve, prepared to expand quickly and efficiently, considered the best in the industry, and anticipates changes in customer needs.
  • Manage all customer service support activities; including, but not limited to, respond to incoming phone and email inquiries, elevate critical issues to the attention of the applicable parties, as needed, and ensure that all activities within the customer service group are performed and documented within established standard operating procedures (SOPs) and customer service best practices.
  • Manage the call management system daily; monitor for; including, but not limited to, daily call flow, average speed to answer, and abandonment rates; provide real time feedback to staff; provide individual and department historical statistics via ACD reports, as needed.
  • Participate in the call monitoring program to ensure quality service is provided to all Exact Sciences customers; document performance of staff in the areas of; including, but not limited to, courteousness, knowledge, efficiency, and promptness.
  • Represent the customer service department in inter-departmental meetings; including, but not limited to, with the operations department and the pre-post analytical team, and on calls with Quadax, as needed.
  • Assist with overflow calls and provide back-up support during; including, but not limited to, staff vacations, training, and off-site activities, as needed.
  • Work closely with leadership from the accessioning and pre-post teams to develop efficiencies between the three departments; ensure that SOPs and best practices for each department are met daily.
  • Assist in the sales training program for new hires, as needed.
  • Assist customer service leadership to establish workload levels consistent with needs of customers; recommend and grow the customer service and sample accessioning groups, as needed.
  • Communicate regularly with others; including, but not limited to, peers, leadership, and internal and external partners.
  • Work closely with leadership and peers to identify unique opportunities for attainment of corporate objectives; attend meetings regularly to understand needs and communicate deliverables.
  • Work with leadership to identify and execute a personal development plan to increase and enhance personal performance level and overall contribution to Genomic Health Inc. (GHI).
  • Operate within all applicable regulations and SOPs provided by GHI.
  • Assist the customer service team in the interview, selection, and hiring of new staff.
  • Assist the customer service team in the performance assessments of the customer service staff by; including, but not limited to, provide thoughtful feedback, document performance outcomes, and provide insight into their development plan.
  • Coach and train members of the customer relations specialist team; conduct monthly 1:1s and foster an environment of open communication.
  • Supervise staff; including, but not limited to, organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
  • Communicate goals clearly to employees to ensure understanding and success in achieving them.
  • Motivate and inspire employees to do their best work through coaching.
  • Maintain morale and support employee engagement initiatives.
  • Ability to act with an inclusion mindset and model these behaviors for the organization. 
  • Ability to understand available resources and use them appropriately to maximize the client and patient experience with the GHI services.
  • Highly creative at identifying new and different ways to develop solve problems.
  • Highly effective at overcoming obstacles, and ability to be tenacious and resilient.
  • Ability to work with both internal and external groups easily to reinforce policy and accept suggestions for improvement.
  • Outstanding written and verbal communication and public relations skills.
  • Detail oriented, and ability to track and manage multiple simultaneous tasks.
  • Strong organizational and prioritization skills.
  • Self-directed, ability to operate independently.
  • Ability and desire to thrive in a high-pressure, technical, and client-services environment.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company’s Quality Management System policies and procedures.
  • Regular and reliable attendance.
  • Ability to work designated schedule.
  • Ability to work nights and/or weekends, as needed.
  • Ability to lift up to 20 pounds for approximately 5% of a typical working day.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.

Qualifications

Minimum Qualifications

  • Bachelor’s degree in Business Administration, Science, or other field related to the essential duties of the position; or High School Degree/General Education Degree and 4 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.
  • 4+ years of customer service experience.
  • 2+ years of people management and/or leadership experience.
  • Demonstrated ability of good judgment in selecting methods and techniques for obtaining solutions.
  • Demonstrated ability to be an excellent team player; highly effective in working with others.
  • Demonstrated strong interpersonal and influencing skills with both internal and external stakeholders.
  • Significant knowledge of Word, Excel, SharePoint, and Outlook, and Customer Service systems.
  • Proficient computer skills to include Internet navigation, Email usage, and word processing.
  • Proficient in Microsoft Office; including, but not limited to, Word, Excel, PowerPoint, and Outlook.
  • Authorization to work in the United States without sponsorship.
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

  • 4+ years of customer service experience within a healthcare or clinical reference laboratory environment.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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