Company Name: MAC Medical is known for having a team culture that works together and inspires us to be better! We are a family owned and operated business founded in 1998 which builds American made medical equipment. In 2020, our growing business started Cooperworks Industries, a plastic laminate cabinet company. Join our team and grow with us!

The Customer Support Supervisor will oversee and assist customer support employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

· Trains new employees in the company’s customer support policies, procedures, and best practices.

· Organizes and oversees the schedules and work of assigned staff.

· Conducts performance evaluations that are timely and constructive.

· Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

· Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

· Monitors or reviews calls or other correspondence between representatives and customers.

· Ensures that representatives are informed about changes to company products and services.

· Collects data and prepares reports on customer complaints and inquiries.

· Prepare monthly reports summarizing the assigned customer service team’s performance.

· Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

· Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Support or other appropriate staff.

· Performs other related duties as assigned.

Required Skills/Abilities:

· Excellent management and supervisory skills.

· Excellent verbal and written communication skills.

· Extensive knowledge of customer service procedures and principles.

· Organized with attention to detail.

· Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

· Ability to coach and mentor customer service representatives.

· Proficient in Microsoft Office Suite or related software.

Competencies:

Quality | Produces results that meet or exceed established standards. Shows concern for quality, accuracy, and completeness of work activities. Plans work activities in advance to ensure that all assignments are completed in a timely and quality manner. Notices opportunities to improve then takes action to do so.

Execution and Results | Aligns and pursues work activities to achieve production/business priorities. Shares information, practices, and resources to align with business/production needs. Effectively uses existing processes and tools or develops and implements improvements to achieve performance objectives. Uses strategic steps to manage time, resources, and challenges to meet goals.

Collaborative | Demonstrates respect for the opinions of others. Identifies and pushes for solutions in which all parties can benefit. Helps and supports fellow employees in their work to contribute to overall success of the organization. Keeps people informed and up to date. Shares information and own expertise with others to enable them to accomplish group goals.

Planning and Improvement | Plan for and improve work: Identifies steps needed to carry out work as required and communicates problems, concerns and/or deficiencies. Accepts responsibility and meets expectations for team members and their own work.

The salary range for this role is $70-80k. Please apply online at www.macmedical.com.