Demant

Customer Service Supervisor

Department AudioNet America
Job Locations US-MI-Clinton Twp
Job ID
2022-15773

Overview

Demant is a leading international hearing healthcare company that develops, produces, and sells hearing solutions, accessories, diagnostic instruments, and personal communication. The group operates in a global market with companies in more than 30 countries, employees exceeding 14,000, and revenues of well over 2 billion USD. Demant has a strong presence in the US market and is looking for outstanding passionate talent committed to the goals and mission of the company.

 

Under general direction from the VP Operations, the Supervisor Claims & Call Center promotes a productive and positive experience with customers to ensure high quality support, monitors call quality and customer satisfaction metrics to improve service levels, ensures claims are processed in a timely manner in accordance with members’ benefit plans, evaluates claims activities to assess cost effectiveness, implements process improvement initiatives, oversees the development and maintenance of training and documents resources for team, and coordinates and leads daily team activities.

Responsibilities

  • Hires staff and provides training for team members
  • Meets with staff daily to ensure work is being allocated appropriately
  • Responsible for coaching, mentoring and providing feedback on employee’s performance
  • Conducts weekly one on ones with individuals to review performance
  • Holds weekly team meetings to ensure communication is being delivered around department or company changes
  • Creates goals and metrics for the teams and individuals around performance and linked to overall organizational goals
  • Monitors call center daily to ensure compliance with client contracts
  • Responsible for daily, weekly and monthly dashboard reporting
  • Ensures all services are met according to client contracts
  • Participates in client meetings
  • Meets with claims and call center vendors at least quarterly to discuss upgrades and system changes
  • Participates in weekly Operations call with all departments

Qualifications

  • Bachelors degree preferred
  • At least 5 years’ experience of customer service/claims required
  • Proficient with technology of customer service/claims preferred
  • Prior experience in a supervisory role required
  • Problem solving – able to meet the needs of different constituents in the solution of a problem. Effectively uses a variety of problem-solving approaches to address challenges within the area.
  • Communicates Effectively – conveys information clearly and succinctly through writing and speaking.
  • Relationship Building – builds both formal and information professional relationships, maintains and fosters relationships within, across and external to organizational boundaries
  • Accelerate Talent Development – provide work assignments that accelerate learning linked to business goals, coaches and provides employees with timely feedback

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.