Supervisor, Customer Support (M-F 5:00am- 1:30pm) REMOTE

March 26, 2024

Job Description

• * Supervisor, Customer Support (M-F 5:00am- 1:30pm) REMOTE**
• *Job Category****:** Customer Support **Requisition Number****:** SUPER02742 Showing 1 location **Job Details**
• *Description…
• *JOB OVERVIEW:**

The goal of the Customer Support Supervisor is to provide high quality client assistance, lead a team of customer support reps and maintain productivity within the department. The Customer Support Supervisor is responsible for delegating responsibilities to their team members, as ensuring their individual employees are fully equipped to succeed in their assigned roles. In addition to regular duties, it is the Customer Support Supervisors responsibility to appropriately represent the department, fully understand new policies/products and ensure understanding by their team, and consult with their manager and/or director on identified issues and potential solutions within the team.
• *JOB RESPONSIBILITIES:**

– Interface with other departments periodically to ensure alignment and identify opportunities for improvement.

– Supervise staff to appropriately respond to all client requests; assisting in elevated client issues and as needed to support staff workload

– Maintain an understanding of Ambry products and processes to accurately answer questions, seeking clarification rarely from a manager

– Ensure adequate training/re-training/executing new protocols with staff.

– Review, document, and improve Customer Support workflow and processes.

– Routinely monitor, audit, and coach Customer Support employees, provide meaningful feedback, and otherwise manage the performance evaluations/appraisals for all staff in a timely manner as well as ensure that company/departmental employee policies are followed

– Give ongoing constructive feedback to improve efficiencies, and work with managers to continuously develop best practices for the department.

– Handle all aspects of employee scheduling, including managing time cards, vacation requests, and workload coverage.
• *JOB REQUIREMENTS:**
• Possesses a high school degree or higher (Bachelors degree preferred but not required).
• Previous experience in health care or clinical laboratory preferred.
• A copy of school transcripts or diploma is required for the employee file.
• General- Excellent telephone and communication skills. Capable of excelling within a team environment. Capable of accomplishing workload and additional projects with no supervision. Ability to communicate effectively, attention to detail, ability to prioritize work, working knowledge of standard office equipment (printers fax machines, phone systems, office software and internet). Flexibility regarding job assignments.
• Language Skills- Ability to read and interpret documents and Ambry requisitions, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively one-on-one, in group settings, with clients and with employees of the organization.
• Mathematical Skills- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Reasoning Ability- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Certificates, Licenses, Registrations- none required.
• Previous experience in health care or clinical laboratory administration is preferred.
• Previous experience in the customer service field/data entry is preferred.

Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California. We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.

At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human disease. We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community.

At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas. Our outstanding benefits program includes medical, dental, vision, 401k, FSA, and generous paid time off (PTO) program. Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drug-free work environment.

Ambry Genetics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (and traits historically associated with race, including, but not limited to hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, sex, sexual orientation, gender identity, gender expression (including transgender status), national origin, ancestry, age, marital status or protected veteran status and will not be discriminated against on the basis of disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
• Ambry does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in place. We are not responsible for any fees related to resumes that are unsolicited or are received by Ambry. Such resumes will be deemed the sole property of Ambry and will be processed accordingly.*
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