OverviewPartner with KellyConnect to experience an ‘Ohana that is truly magical! If you are looking for a leadership position in the contact center industry, we have the role you have been searching for. This is your opportunity to join a well-known brand committed to fostering employee growth within a collaborative environment. If you’re ready to be part of an incredible adventure with KellyConnect. Explore the details below.
Position: RX Customer Service Supervisor
• Location: Louisville, KY
• Schedule: Monday – Friday, 11:00 a.m. - 7:30 p.m.
• Salary Range: $56,000 - $65,000
Role Overview
As the RX Customer Service Supervisor, you will play a crucial role in driving customer satisfaction, employee retention, and operational efficiency within the RX Customer Service department. You will provide daily leadership, coaching, and development to a team of customer service representatives, ensuring performance standards are met and exceeded.
Responsibilities Coaching and Mentorship: Provide daily coaching, mentoring, and performance feedback to foster professional growth and recognize employee achievements.
Quality Assurance: Conduct regular monitoring of customer interactions to ensure adherence to quality standards and communication etiquette, providing real-time feedback for improvement.
Process Improvement: Identify opportunities for enhancement in departmental functions, focusing on customer and employee satisfaction, and recommend process changes to achieve these goals.
Customer Escalation Management: Resolve complex customer escalations, balancing company policy with customer needs, and serve as a primary point of contact for team leads and representatives.
Training and Development: Collaborate with training and HR to maintain up-to-date training materials and oversee the onboarding of new employees, evaluating training effectiveness.
Operational Support: Assist the RX Customer Service Manager with daily operations and contribute to quality improvement initiatives to enhance service level
Qualifications• High school diploma or equivalent required; 2 years of college preferred.
• Minimum of 3 years supervisory experience; 2+ years of optical experience preferred.
• Strong leadership abilities with a focus on outstanding customer service.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to type 35 WPM and communicate effectively in various business settings.
• Ability to work independently and generate creative solutions in a fast-paced environment.
Benefits
Your compensation package includes more than just a salary. Enjoy a comprehensive benefits package that supports your health, well-being, and personal development, including:
• Low insurance premiums on medical, dental, and vision
• Flexible Spending Accounts and Health Savings Accounts (with company match)
• Short-term and long-term disability coverage
• Tuition reimbursement
• Paid maternity and paternity leave
• Paid time off and holidays
• 401K match
• Employee Assistance Program
Ready to Join Us? If you’re passionate about customer service and leadership, we want to hear from you! Apply now to become part of the KellyConnect family and embark on this exciting journey with us.
What happens next
Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all our recruiters will have access to your profile, expanding your opportunities even more.
