Service Center Supervisor

Summary

Join Ethos Veterinary Health as a full-time Work from Home Service Center Supervisor in Woburn, MA. You will lead a team, ensuring high standards in customer service. Responsibilities include performance monitoring, scheduling, real-time decision-making, and staff development. The ideal candidate possesses 4 years of call center management experience, outstanding customer service skills, and savvy computer skills. Scheduling flexibility is required, including weekends and holidays. Ethos offers competitive compensation and benefits, including health, dental, and vision insurance, disability and life insurance, a 401(k) plan, paid time off, and a pet health discount.

Requirements

• A high school diploma, or equivalent, is required
• Must have 4 years of previous call center/Client Care management experience
• High personal integrity, character, and a commitment to excellence
• A passion for helping other people every day
• Outstanding customer service skills with a pleasant, professional phone manner
• Savvy computer skills, which include the ability to navigate a web-based system and type while assisting callers, are required

Responsibilities

• Develop, monitor, and analyze statistical measures of staff performance to meet production and quality standards
• Provide real-time feedback to employees on their performance so they can continue to grow and develop their expertise
• Prepare and assign work schedules, ensuring that staffing requirements are met
• Make real-time decisions necessary to deliver exceptional client service
• Maintain a thorough and current knowledge of each hospital and Service Center's functions, protocols, and procedures
• Creating learning opportunities with staff to enhance their effectiveness and expand their knowledge base about the veterinary industry
• Providing exceptional customer service in a professional, positive, and efficient manner on phones as needed
• Participating in the selection, hiring, training, and development of your staff

Preferred Qualifications

Experience in a medical or veterinary setting is desired

Benefits

• Health insurance with an optional 100% employer-paid plan
• Dental and vision insurance
• Disability and life insurance
• Flexible spending accounts
• A 401(k) plan
• An Employee Assistance Program
• Paid Time Off
• A Pet Health Discount