• Coach, develop, encourage and engage with Member Care Representatives to produce excellent member experiences
• Monitor activities and metrics of representatives to ensure maximum efficiency of the team
• Drive people, process, and technology initiatives to optimize the member and agent experience end-to-end
• Ensure that policies and procedures are adhered to and call standards are met
• Maintain productive relationships with key stakeholders both internally and externally
• Handle and resolve escalated member complaints and issues
• Ensure adherence to work schedule
• Meet or exceed all established KPI's
• Work with the rest of the leadership team to develop strategic planning initiatives for long term business success
• Engagement with member across all channels of communication
• Work in a contact center environment, that requires utilization of company tools/equipment and may require staying stationary at workstation for long periods of time or navigating the “call-floor” to work with employees and members
• Evaluate staff performance and administer disciplinary actions consistent with company policy
• Attendance and punctuality are essential to this position. 
• Scheduling needs may change at any time as business needs dictate.

• Provide daily direction and communication to assigned direct reports so that customer’s requirements are met in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures.
• Identify and drive/implement methods to improve area operations, efficiency, service and post-sale value streams to increase first-call resolution to both internal and external customers.
• Ensure constant compliance with standard work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Develop and monitor reporting tools to measure and report on key team responsibilities. 
• Analyze call center data to recommend changes and improvements to staffing levels, shift hours, etc.
• Maintains statistical data of operations and produces reports for management.
• Serves as representative for the department at Company or industry meetings, training programs and court proceedings, as well as may chair or serve on assigned Company and departmental ad hoc or standing committees.
• Acts as a temporary replacement as requested for Customer Services Manager when absent.
• Maintains schedules and works well with others.
• Provide coaching, support, career guidance and feedback to associates on performance, and career goals.
• Ensure company policies and processes are followed. 
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and correction action.
• Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance.

Skills: Team Leadership, Process Improvement, Data Analysis, Compliance, Reporting, Coaching and Development, Quality Assurance, Representation

• Supervises the service activation, billing and call center functions of the division in accordance with applicable laws, policies, rules and regulations
• Recommends, implements and reviews procedures and standards for the work activities of the new service, call center and billing departments, develops and maintains policy and procedure manuals
• Schedules and assigns work activities of the new service, call center and billing departments to achieve maximum productivity and efficiency of operations
• Evaluate departmental operational systems, equipment and personnel needs, and submit written recommendations
• Monitors the effectiveness of all utility activation notification programs
• Receives and responds to departmental customer service inquiries and complaints in a timely manner
• Supervises and coordinates collection activities on all accounts including delinquent and charged-off accounts
• Reviews and recommends unpaid Final accounts for processing and submission to the City's Law Department
• Maintains and monitors new service notification programs
• Issues orders for the disconnection of service related to new service issues
• Administers the various payment option programs offered to utility customers of the City
• Coordinates assigned work activities with various field service departments
• Oversees the credit bureau program for new service activities

Skills: Operational Management, Procedure Development, Work Scheduling, System Evaluation, Customer Service Management, Collection Oversight, Program Administration, Cross-Department Coordination

• Coordinates and oversees the training program for new Utilities Service Agents
• Implements on-going training opportunities for departmental personnel
• Performs project work such as statistical research regarding determined customer needs, as related to the billing and collection of utility accounts
• Implements new and/or revised utility policy as related to the new service, call center and billing departments
• Coordinates the division's billing activities with state and federal community action agencies to administer the posting (crediting) of assistance funds to utility accounts of qualified customers
• Acts in the place of the Customer Service Administrator and Meter Reading as requested and authorized
• Attends meetings and workshops as requested and authorized
• Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes.
• Recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively mange change to ensure departmental objectives are met/
• Work with the Process Improvement team to organize and maintain knowledge for customer and CSR use
• Manage team and ensure high-quality performance with constructive feedback and support
• Participate in cross-functional projects and assignments within Integra to develop processes/procedures that will drive efficiency, reduce cost and create client satisfaction

Skills: Training Program Coordination, Project Management, Policy Implementation, Interagency Coordination, Leadership and Management, Recruitment and Hiring, Process Improvement, Knowledge Management

• Responsible for real-time management of multi-channel environment including call queues, email, e-fax and department tasks
• Measuring and reporting performance using key metrics (e.g. calls waiting, call abandonment etc.)
• Creating a customer focused, performance driven environment that surpasses customers’ needs
• Support Customer Service staff with all questions, escalations, and challenges that may occur
• Manage agent schedules including shifts, schedule adherence, and time off requests
• Forecast call volume and schedule CSRs (Customer Service Reps) accordingly to ensure prompt responses to customer inquiries
• Manage team performance using balanced scorecards and facilitation of One-on-One coaching and training in order to help drive qualitative and efficiency targets – coaching for success!
• Supervise personnel in reviewing, giving direction, coaching, minor discipline, communication and feedback
• Oversee training responsibilities such as schedules, curriculum, and assessment
• Host meetings with direct reports in an open and closed forum to discuss performance results, opportunities, create action plans, and promote teamwork and gauge important issues such as employee morale, etc.
• Work closely with Customer Service Manager to analyze performance trends and opportunities
• Ensure customer service protocols, organizational/departmental policies and guidelines are adhered to

Skills: Real-Time Management, Performance Metrics Analysis, Customer Focused Environment, Staff Support, Agent Scheduling, Forecasting and Scheduling, Performance Coaching, Training and Development

• Actively support a small team of 6 Customer Service Co-ordinators including regular 1:1s and documented achievements for each member of the CSD team, supporting the Head of Supply Chain in assessing individual performance and addressing underperformance.
• Lead the resolution of complex or sensitive customer queries.
• Supported by the Head of Supply Chain, ensure the resolution of all queries.
• Working with Key Account Managers to provide prompt and accurate feedback on order status and any expected issues with deliveries to the customer.
• Generating and maintaining visible KPIs for the CSD team.
• Generation of daily and weekly to-follow reports for key customers.
• Maintaining in-house customer databases, spreadsheets and departmental filing systems.
• Approving holiday and absence requests for team members and monitoring sickness and absence in order that customer service performance is maintained.
• Participating and encouraging team in quality management, closing out actions from internal audits and reporting of quality complaints on the QMS system.
• Collaborating with the IT Teams to actively monitor EDI systems.
• Monitoring picking activities with 3PL partners - Short-dated stock, on-time deliveries, failed deliveries, stock discrepancies etc.
• Working with the Commercial Team to monitor new customer account requests

Skills: Team Support and Development, Complex Query Resolution, Order Status Feedback, KPI Management, Report Generation, Database and Filing Management, Absence and Holiday Management, Quality Management and Audits

• Supervise and direct the work activities of a call center Patient Navigation Center (PNC) staff.
• Oversee the daily activities of the staff to ensure department standards are met.
• Develop, recommend, and implement changes to navigation center processes and procedures.
• Monitor phone and computer systems and make necessary decisions and adjustments when systems are slow or down.
• Oversee the activities related to maintenance and repair of equipment and order supplies and materials
• Work as an information source to answer PSR questions and provide instruction
• Manage daily huddles with the staff.
• Assist in training the PSR staff.
• Respond to patient inquiries, complaints and requests for assistance.
• Seek ways to improve customer service and productivity in the navigation center.

Skills: Call Center Management, Staff Supervision, Process Improvement, System Monitoring, Equipment Maintenance, Training and Development, Customer Service Enhancement, Daily Operations Coordination

• Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette.
• Maintain strict confidentiality of protected health information (PHI).
• Follow standardized patient scheduling practices, utilizing telephone scripts as provided.
• Maintain up‐to‐date knowledge of call flow processes and changes.
• Maintain patient experience metrics (including talk time, wrap-up time, call abandonment, wait time between incoming calls and wait time before the call is answered) below targeted levels.
• Obtain satisfactory scores on PNC‐related items on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Patient‐Centered Medical Home (PCMH) and any other survey tool.
• Schedule appointments accurately and efficiently, using established guidelines for open access and load leveling.
• Collaborate with all departments and divisions of CommUnityCare to provide patient‐centered care.
• Ensure all actions, job performance, personal conduct and communications represent CommUnityCare in a highly professional manner at all times.
• Uphold and ensure compliance and attention to all company policies and procedures as well as the overall mission and values of the organization.

Skills: Professional Patient Interaction, Confidentiality Management, Standardized Scheduling Practices, Call Flow Process Knowledge, Patient Experience Metrics Management, Survey Performance Optimization, Efficient Appointment Scheduling, Cross-Department Collaboration

• Responsible for direct reports’ progress and productivity ensuring on-time deliveries.
• Assess daily caseload and collaborate with other Supervisors and CSR Leads to ensure caseload is tolerable for each order processor.
• Help monitor urgent orders, Pilots, and urgent Samples and Assign QCs
• Final audit of orders processed by other Customer Service representatives over 50K.
• Monitor any RFP/Special Projects being processed by the team to ensure compliance and delivery deadlines
• Review and discuss open case report with the team
• Make notes about the weekly performance of the team
• Attend weekly Management meetings.
• Monitor QCs for common errors/areas of improvement.
• Weekly check-in with direct reports to help resolve any hold orders.
• Weekly review of sales territory opportunities and plan for upcoming orders
• Review open sales order reports to ensure orders are getting to the warehouse timely, review partially fulfilled orders and determine needs for completion.

Skills: Team Productivity Management, Case Load Assessment, Urgent Order Monitoring, Final Order Audit, RFP Compliance Oversight, Performance Review Documentation, Error Analysis and Improvement, Sales Order Review

• Sit down with each team member to review the previous month's performance numbers, resolve any issues, discuss what works well and what could improve, set goals for the upcoming month.
• Monthly review of all open cases of the team and help resolve
• Reach out to RSM for a touch-base
• Assist in the interview and permanent process.
• Work with Third-Party Warehouse to ensure orders are shipping timely to meet customer expectations.
• Work with Book Depositories to ensure orders are processed and customer expectations are met.
• Collaborate with other departments such as Order Management, Procurement, and Marketing Operations to ensure successful completion of shipment.
• Train and coach staff on standard policies, procedures, and best practices.
• Being responsible for the Customer Service Team and driving daily operations to achieve the best performance of delivery.
• Communicating performance-related indicators to the team and management through relevant and timely reports
• Coordinating amongst the team and building relationships. 
• Manage the team effectively and become a successful coordinator between the assigned team and internal/external customers
• Participate in all front-line activities to maintain/enhance knowledge of the product

Skills: Performance Review Coordination, Case Management Oversight, RSM Communication, Interview Assistance, Warehouse Coordination, Order Processing Management, Cross-Department Collaboration, Staff Training and Coaching

• Strong analytical skills
• Experience with Microsoft Office Suite software (Excel, Word, and Outlook)
• Excellent problem-solving, investigation and troubleshooting skills
• Ability to work independently in a fast-paced environment
• Nalco Water/Ecolab experience including advanced knowledge of all business units and complex scenarios related to the order-to-cash process
• In-depth knowledge of Nalco Water company policies and procedures
• Must be able to work successfully in a highly structured environment
• Strong oral and written communication skills
• Ability to interact professionally with others in a multi-division environment
• Critical attention to detail and highly dependable
• Ability to prioritize workflow while utilizing strong time management skills

Qualifications: BA in Business Administration with 4 years of Experience

• Excellent communication skills; written and oral
• Strong computer skills including Outlook and MCS Office, especially Excel
• Demonstrated leadership skills including the ability to effectively coach and develop team members
• Advanced problem-solving skills and the ability to work collaboratively within the leadership team as well as other departments to resolve complex issues with innovative solutions
• Demonstrated ability to handle difficult conversations in a professional manner
• Ability to adapt to a dynamic working environment and make independent decisions
• Ability to recognize own/team reactions to change process; identifies early successes to maintain momentum; implement a communication plan
• Ability to foster a common vision that supports the organization's goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
• Ability to understand complex business issues and to provide appropriate, effective, technical solutions
• Ability to anticipate customer needs accurately by leveraging the voice of the Customer
• Quickly establishes and maintains creditability with customers
• Experience in building and leading teams, collaborating cross-functionally and managing diverse thinking

Qualifications: BS in Communications with 5 years of Experience

• Ability to handle multiple tasks at once
• Ability to exercise good judgment in decision-making
• Ability to perform each crucial/additional duty/responsibility satisfactorily
• Some supervision (at least one direct report)
• Highly proficient in work-related software, e.g Excel, Outlook, etc.
• Ability to calculate figures and amounts
• Excellent communication skills including good grammar, voice and diction.
• Self-starter able to work independently with limited supervision.
• Understands and practices confidentiality/privacy of personnel information.
• Problem-solving and reasoning abilities
• Ability to review customers’ project specifications and make recommendations on the use of mix designs and additional company proprietary products
• Ability to evaluate material sourcing and mix design specifications in order to designate primary and secondary delivery plant locations, and coordinate with Technical Services to ensure that each of the assigned project’s mix designs are made available to batch at both plants

Qualifications: BA in Marketing with 4 years of Experience

• Point of contact for customer projects, specific needs, on-site meetings, job site issues, and administrative processes for assigned customers
• Ability to coordinate internal resources
• Ability to sales, Orders, Technical Services, Scheduling and Credit and Collections
• Ability to service assigned and unassigned customers with concrete delivery scheduling, job site issues, resource dispatching and account issues
• Ability to develop and maintain relationships with assigned customer accounts
• Ability to coordinate and allocate resources to fulfill customer requests and provide technical services upon request
• Ability to coordinate communications with internal departments to meet customer and Company needs
• Experience in taking action, and decisions on delivery, production, and fleet when customer variables occur
• Ability to enforce company fee structures and pricing within discretionary parameters
• Ability to maintain up-to-date understanding and first-hand knowledge of specific job site constraints, such as vehicle egress/ingress, operational time restrictions, wash-out locations, etc

Qualifications: BS in Management with 5 years of Experience

• Experience in learning all aspects of the Command Alkon/Command Concrete system.
• Knowledge of assigned products and the understanding of Company plant operations processes and procedures, material suppliers, operations and customer job site requirements
• Strong commitment to safety, quality, and customer service
• Ability to work in a team environment to meet goals
• Strong negotiation skills
• Excellent communication skills both verbal and written with preferred bilingual abilities.
• Abilities and the ability to work without direction
• Work requires creative thinking and problem-solving skills
• Work requires the ability to multitask and handle varied high-pressure situations

Qualifications: BA in Public Relations with 3 years of Experience

• Ability to support business needs, including nights and weekends.
• Strong understanding of merchandising techniques
• Capable of handling multiple tasks at one time
• Strong organizational skills with attention to detail
• Ability to respond appropriately to changes in direction or unexpected situations
• Team player, working effectively with peers and supervisors to accomplish tasks
• Strong communication skills
• Experience with decisions concerning delivery commitments, production needs and plant capabilities
• Ability to assist with basic quality and service issues at the job site via phone and in person.
• Ability to supply customers with product and delivery information

Qualifications: BS in Hospitality Management with 3 years of Experience

• Extensive experience with computer scheduling software
• Experience using spreadsheets and word processing software such as Microsoft Windows
• Knowledge of the four basic strokes, teaching curriculum, and stroke progression
• Able to troubleshoot, and make decisions
• Exceptional guest relations and communication skills
• Outstanding multi-tasking abilities
• Able to handle, and coordinate multiple schedules, keep swim instructors and clients on time, answer up to 3 phone lines; and check people in and out - simultaneously
• Leadership experience and proven ability to lead a team and solve problems
• Microsoft Office proficiency
• Excellent customer service skills; be inquisitive, analytical and investigative putting patients first

Qualifications: BA in Human Resources with 4 years of Experience

• Extensive knowledge of SAP and Microsoft applications
• Experience in a quick response, highly fluctuating, customer driven industry
• Experience in monitoring performance targets/KPIs
• Excellent customer awareness and focus
• Strong and effective communication skills, both verbal and written
• Ability to interact professionally and effectively with business partners
• Critical thinker and problem solver
• Demands high standards of accuracy and attention to detail
• Ability to maintain calm under pressure
• Strong efficiency and organizational skills

Qualifications: BS in Psychology with 2 years of Experience

• Attention to detail, organization skills, time management, advanced problem-solving skills
• Ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Ability to adapt to a dynamic work environment and be willing to work a flexible schedule when needed
• Effective interpersonal, written, and verbal communication skills including the ability to diffuse challenging conversations in a professional manner
• Experience in managing customer accounts
• Experienced in CRM tools, MS Office applications, and ERP systems
• Experience working successfully in a B2B environment
• Experienced in manufacturing and/or building material products knowledge
• Excellent interpersonal and communication skills (verbal and written)
• Accuracy and attention to detail

Qualifications: BA in Sociology with 4 years of Experience

• Experience working within a CPG customer service department
• Knowledge of Microsoft Office applications including shared mailboxes and Excel including Formulas, V-lookup, Pivot tables
• Comprehensive knowledge of the supply chain
• Excellent communication, interpersonal, and analytical skills
• Dependable and team-orientated with a history of being able to work independently
• Work under tight deadlines in a multi-task, high-priority environment with a high degree of accuracy
• Experience with major ERP systems and EDI orders
• Organized and capable of handling multiple tasks
• Positive attitude and strong work ethics
• Ability to prioritize and work without supervision
• Proficient in Microsoft Office and computer applications

Qualifications: BS in Organizational Leadership with 3 years of Experience