Cardinal Health Customer Care Supervisor in Twinsburg, Ohio

What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Accountabilities

  • Assist in training and developing employees. Ensure adequate staff education and evaluation is provided
  • Assist in recruiting and retaining qualified employees to maintain appropriate staffing levels
  • Assist in planning, developing, administering and evaluating area(s) ofresponsibility. Monitor to insure daily, weekly, monthly, and annual goals are met by the team members
  • Assist in managing within the budgetary guidelines as applicable and as outlined by the manager or VP of CS
  • Assist in monitoring department reports/statistics for quality and appropriateness of services provided to insure they fall within acceptable levels of service – make changes/suggestions for improvement if necessary
  • Oversee the safety of assigned department to include evaluating and rectifying departmental safety hazards
  • Understand and follow all safety guidelines for the department and company
  • Assist in implementing executive committee directives as well as company policies and procedures
  • Comply with all Local, State, and Federal laws and regulations as they pertain to services provided by the Company. This includes supporting and demonstrating compliance with the Company’s Compliance and HIPAA Plans
  • Represent the values of the Company to other groups, agencies, and the general public and ensure the accuracy of public information materials.
  • As applicable attend in-service, continuing education or seminar programs to stay current with industry and community trends. As applicable report the information or present the information back to staff.
  • Conduct face-to-face meetings with team members on applicable schedule
  • Work with EP trainers to identify training needs within your team
  • Monitor team members for schedule adherence
  • Promote the growth of strategic brands throughout your team and throughout the organization
  • Promote the importance of 100% compliance to our ContinuCare Program
  • Monitor calls of your team or other teams’ members for quality evaluation and training needs
  • Handle customer complaint calls by providing resolution and documentation of issues and report any trends or risks to the Company.
  • Be available for shift flexibility if coverage is needed on an early/later shift or Saturday shift
  • As needed perform customer service duties including but not limited to:

  • Answering incoming phone calls from customers and applicable referral sources

  • Processing customer orders
  • Responding to customer questions and problems via phone, person to person and email.
  • Placing UPS/USPS tracers
  • Processing returns

Qualifications

  • High School Diploma required; College degree preferred
  • Excellent phone and customer relation skills
  • 2-3 years’ experience in a call center exposed to customer service
  • 1-5 years of supervisory experience in a call center of 50+ agents
  • Ability to communicate effectively – both oral and written
  • Detail orientated
  • Experience with Excel, Windows, and Outlook
  • Experience in managing a team
  • Medicare experience preferred but not required

What is expected of you and others at this level

  • Coordinates and supervises the daily activities of operations, or business support staff for Ostomy, Medicare and Other
  • Administers and executes policies and procedures
  • Ensures employees operate within guidelines
  • Decisions have a direct impact on work unit operations and customers
  • Frequently interacts with subordinates, customers and peer groups at various management levels
  • Interactions normally involve information exchange and basic problem resolutions

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.