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Customer Service Supervisor

2 weeks ago

Calgary, Canada Maple Respiratory Group Inc. Full time

**Our Company**
- Maple Respiratory Group, a leader in respiratory and sleep disorder healthcare, invites a talented professional to join our team as a Customer Service Supervisor. With a dedicated team of expert pulmonologists, sleep specialists, and committed staff, we are deeply committed to providing comprehensive care to our patients.

At Maple Respiratory Group, we prioritize work-life balance and foster a culture that celebrates success, values hard work, and is rooted in accountability, service, balance, and excellence. Our employees enjoy competitive compensation packages, comprehensive benefits, and abundant opportunities for professional growth within our supportive community. If you're passionate about making a meaningful impact in healthcare and dedicated to continuous learning, we offer a rewarding career path where you can thrive. Join us at Maple Respiratory Group and be part of a team that's transforming lives every day.

**Your Role**

The Customer Service Supervisor will be responsible for overseeing and leading a team of Branch Care Coordinators and Booking Coordinators who have been tasked with delivering exceptional service to customers. You play a crucial role in the operational management of the customer service department, ensuring that quality standards and customer satisfaction goals are met. Your role involves being a leader capable of motivating, training, and guiding your team members to optimize their performance and maintain a high level of service.

This role also involves close communication with other departments to ensure consistency in processes and information shared with customers. You are responsible for upholding company policies and procedures while remaining flexible to adapt to the changing needs of both customers and the company. In summary, as Customer Service Supervisor, you embody the essential link between the company and its customers, ensuring that each interaction is a positive and satisfying experience for both parties.

As the Customer Service Supervisor, you are responsible for, but not limited to:

- Managing a team of customer service representatives, including Branch Care Coordinators and Booking Coordinators
- Overseeing daily operations
- Ensure timely booking of patients
- Audit quality of calls
- Reporting weekly booking KPI’s
- Handling escalated customer issues
- Hiring and training new staff members
- Monitoring Performance
- Resolving complaints
- Analyzing customer feedback
- Implementing strategies to improve overall customer satisfaction
- Providing ongoing coaching to your staff
- Evaluating staff performance
- Motivating and developing team members
- Monitoring customer service trends and identifying areas of improvement
- Establishing and maintaining service standards and procedures
- Ensuring compliance with company policies
- Generating reports on team performance

**Qualifications**
- Bachelor's degree or Diploma in Business Administration, Management, or a related field preferred
- Customer Service management experience (2-3 years)
- Familiarity with Med Access would be an asset
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Experience in the healthcare industry would be an asset
- Ability to travel to all MRG locations (role will be based in Calgary)

**Why join our Team?**
- Be part of a dynamic and supportive team.
- Opportunities for career advancement and growth.
- Commitment to ongoing education and professional development.
- Paid time off, including holidays.
- Comprehensive dental and health benefits.
- Life insurance and disability coverage.
- Competitive salary package.
- Engage in meaningful work in the evolving field of Sleep Medicine.