Customer Care Supervisor

The Customer Care Center (CCC) at Marque Urgent Care provides consistent, friendly, and efficient customer service to achieve the best care available in the shortest time possible. The Customer Care Supervisor plays a pivotal role and is responsible for overseeing and leading our team of customer care representatives. They ensure that customer and patient inquiries, complaints, and feedback are handled efficiently, professionally, and by company policies and procedures. 

General Duties & Responsibilities

• Team Leadership: Leading, coaching, and motivating a team of customer care representatives to deliver exceptional service and meet performance targets. 
• Quality Assurance: Monitoring and evaluating customer and patient interactions to ensure quality standards are met, providing feedback and coaching to team members as needed. 
• Issue Resolution: Handling escalated customer issues and complaints that require supervisory intervention, demonstrating empathy and problem-solving skills to resolve issues to the customer's satisfaction. 
• Training and Development: Providing ongoing training and development opportunities to enhance the skills and knowledge of customer care team members, ensuring they stay up to date with product knowledge, policies, and procedures. 
• Performance Management: Tracking and analyzing key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction scores, and team productivity, taking corrective actions as necessary to improve performance. 
• Process Improvement: Identifying areas for process improvement within the customer care department, collaborating with other teams such as product development or marketing to implement changes that enhance the customer experience. 
• Communication: Serving as a point of contact between the customer care team and other departments within the company, facilitating communication and collaboration to address customer issues and improve service delivery. 
• Reporting: Generating regular reports on customer service metrics and team performance to management, providing insights and recommendations for improvement. 
• Operations: Maintain staff schedules and manage daily operations. 

Job Qualifications 

• Experience in Customer Service: A solid background in customer service roles, preferably with progressively increasing responsibility and experience in handling customer inquiries, complaints, and escalations. 
• Leadership Abilities: Strong leadership skills to effectively manage and motivate a team of customer care representatives, including the ability to delegate tasks, provide constructive feedback, and inspire team members to achieve their best performance. 
• Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with customers, team members, and other departments within the company. This includes active listening, empathy, and clear articulation of information. 
• Problem-solving skills: The ability to analyze complex situations, identify root causes of issues, and develop practical solutions to address customer concerns and improve service delivery. 
• Conflict Resolution: Proficiency in managing conflict and resolving disputes, including the ability to remain calm under pressure, de-escalate tense situations, and find mutually beneficial resolutions. 
• Product Knowledge: A deep understanding of the company's products or services, including features, benefits, pricing, and policies, enabling the supervisor to effectively address customer inquiries and provide accurate information. 
• Time Management: Strong organizational and time management skills to prioritize tasks, meet deadlines, and ensure that customer inquiries are handled promptly and efficiently. 
• Analytical Skills: The ability to analyze data and metrics related to customer service performance, identify trends, and make data-driven decisions to improve processes and enhance the customer experience. 
• Training and Development: Experience in training and coaching customer care representatives to enhance their skills, knowledge, and performance, fostering a culture of continuous learning and improvement within the team. 
• Adaptability: Flexibility and adaptability to navigate changing priorities, customer needs, and business requirements in a dynamic and fast-paced environment. 
• Tech Savvy: Comfortable using customer relationship management (CRM) software, ticketing systems, and other technology tools to manage customer interactions, track performance metrics, and generate reports. 
• Customer-Focused Attitude: A genuine passion for delivering exceptional customer service and a commitment to putting the customer's needs first, ensuring a positive and memorable customer experience. 

Requirements

• 2+ years in a Customer Service management role
• Bachelor’s Degree  

Preferred 

• Speaks Spanish 

Why Work for Marque
We are privately owned and operate urgent care facilities in Southern California. We are not a franchise or hospital run company, and we run our clinics like a family. We have been voted “Best Urgent Care” and a “Top Workplace” for the last 8 years in the Healthcare industry by the Orange County Register and the San Diego Union-Tribune, and are looking for a coordinator who wants an opportunity to join our team. We deliver customer-focused urgent care, family care, and occupational medicine to our wonderful communities.

We are a highly-respected urgent care group that cares for our employees. Year after year we are voted one of the best medical groups and places to work for. We foster a great family-oriented work environment and love to reward our employees for their hard work and efforts. We believe in creating an atmosphere that will help our patients get the care they need while supporting the clinical practices of our team. Our mission is to provide the best medical care available, in the shortest time possible and our vision is to become our community's most loved, first-choice for on-demand healthcare.

Our Team Members Enjoy the Following Benefits
- Work anniversary rewards and gifts
- 401k + matching
- Personal time off (PTO) and sick time
- Health insurance
- Dental and vision insurance
- Life insurance and long-term disability
- FSA

Additional Benefits Include
- Growth and leadership opportunities
- Competitive salaries and benefits
- Beautiful office setting
- Be part of something meaningful and rewarding

Our Expectations of all our Team Members Include
- Ability to work mornings, early evenings, and weekends if need be (we do fair scheduling)
- Interact with everyone with the highest levels of respect
- Continually ask, “What else can I do?”
- Strive to be above average and expect the same from other team members
- Be a solution creator instead of a problem generator
- Positive attitude and willingness to further your education

We look forward to meeting you!