Job Description
Now Job ID R-543123 Category Sales Location Stuart, Florida We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. Job Description POSITION PURPOSE As the Customer Service Coach, you will be responsible for coaching a team of customer service associates and supporting the PureWick Reimbursement operations management team in daily coaching and management of team members. Your primary responsibility is ensuring that team and individual goals are reached and to develop your team into successful staff that are focused on delivering a best-in-class customer experience. The Customer Service Coach will be directly responsible for ensuring this is accomplished through an emphasis on coaching towards call quality. We require the Coach to be a professional with proven Call Center / Customer Service background to manage pro-active day-to-day talent development. This is an opportunity to coach and contribute to the day-to-day operations and strategic initiatives promoted toward improved customer service within the LMS division. The role offers exposure to a variety of internal and external customers utilizing customer service methodologies, while leveraging your subject matter expertise in the DME marketplace – specifically as it relates to customer service, workflow optimization, understanding document requirements and proper protocols for client management. PRIMARY DUTIES AND RESPONSIBILITIES Responsible for supporting a group of customer service specialists working to ensure they hit their daily and weekly goals. This includes managing key performance indicators for the team. Call Monitoring and Coaching 30 hours per week of call monitoring and coaching per overall team. Coaching model of self-evaluate, self-prescribe, self-motivate coupled with an “observe, diagnose, develop plan, and then coach” execution. Document feedback regarding observed behaviors and performance in a “one on one action plan” form with detailed S.M.A.R.T objectives. Provide coaching feedback during and after calls using discretion as to when to insert oneself in the customer satisfaction process. Focused monitoring and coaching with individual inside sales professionals as identified by call center management. Daily Group Meeting Kickoff and close out meeting (planning and participation). Must conduct a one-on-one meeting with each inside sales professional within their team monthly to review goal setting and past performance review. One-on-one meetings to be conducted in the first three days of each month. Must meet with PureWick RX Supervisor once a month to conduct personal one-on-one with Supervisor on goal setting and past performance review. Report to Supervisor/Manager KPI’s for their teams Must complete and send a weekly re-cap E-mail Friday afternoon or Monday morning, recapping team performance for the week, identifying high’s and low’s to the PureWick RX Supervisor. Manage all supervisor escalated calls real time with active participation of a customer service professional on each call. If the Coach is actively engaged in a supervisor call with an customer service professional, they will ensure the additional call is escalated to a Team Leader. Must complete side by side coaching with inside sales representatives to ensure Compliance and Monitoring feedback within desired respond window providing a confirmation to the PureWick RX Supervisor that all coaching has been completed. Provides feedback on identification of operational issues experienced by customer service specialist professionals to PureWick RX Supervisor and Associate Director of Call Center. Positively impacts the work environment relative to the Employee Relations and Behavior policy of the company Supports special projects aligned to business needs ANCILLARY DUTIES AND RESPONSIBILITIES Make recommendations to customer service operations management regarding hiring, promotion, transfer, performance management, disciplinary action, and discharge of customer service specialists. Prepared documentation and counsel’s representatives regarding performance and performance management documentation with the supervision of customer service management. Customer Service calls as es