Job Description


Centers Laboratory is actively searching for a Customer Service Supervisor for our Laboratory in Brooklyn, NY.


Duties and Responsibilities:

  •   Investigate customer's problems and find solutions.

*     Manage phone system.

*     Communicate with customers via phone, email, or letter.

*      Provide scripts to read from during phone calls.

*     Handle major incidents that cannot be resolved by agents.

*      Resolve complaints and order issues.

*      Ask customers to provide feedback on agents and customer service experience.

*     Analyze data and statistics.

*     Compile and print reports on overall customer satisfaction.

*     Isolate and identify areas of improvement.

*     Train agents on how to adequately address problem over the phone or how to write correspondence.

*      Work with management on customer service initiatives.

*     Updates job knowledge by participating in educational opportunities; reading professional publications;

maintaining personal networks; participating in professional organizations.

*      Accomplishes  organization goals by accepting ownership for accomplishing new and different requests;

exploring opportunities to add value to job accomplishments.

*     Maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures; supervising staff.

*      Initiate contacts with potential accounts

*       Maintains contact with established accounts on a regular basis, either by phone or in person

*      Stay informed about product lines, new tests, and the perpetual needs of the client

*      Reports to Lab Manager all unusual and/or non-routine inquiries to ensure client satisfaction

*      Maintain appropriate staffing for all customer service positions and make staffing recommendations

*     Train or coordinate the training of all customer service staff

*      Maintains a positive, client/patient focused attitude

*       Investigates prolonged client service dissatisfaction for Lab Director and Lab Manager and recommends a course of action

*      Prepare schedules for all customer service staff

*      Accounts for sick time, hiring, and disciplinary action when needed

*      Manage dispatch activities and ensure all stats are address timely.



Brooklyn, NY



Application Instructions

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