Job Details

Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of Position

Part time 20 Hrs: 9AM-2PM / 9:30AM-2:30PM, Monday - Friday

The call center supervisor will assist in the onboarding, training and coaching process of call center agents, ensuring that every agent is well prepared for their calls and able to hit monthly performance metrics and follows departmental policies and procedures. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The supervisor should be analytical, supportive, and prepared to act as a resource to agents. To succeed in this role, one should be focused on helping enhance and build the necessary skills and knowledge among the team members so they can better support patients. You should be supportive, communicative, and attentive.

WHAT YOU'LL DO

Customer Service

• Assist with monitoring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. (AHT, ACW, CPH, AUX, Occupancy, Utilization).
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize patient satisfaction.
• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensure that appropriate actions are taken to resolve customers' problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Making outbound calls/Call back requests

Call Center Focus

• Scheduling for 65+ Dermatology Clinics; New patient, follow up and cosmetic consult appointments.
• Performing reschedules for offices changes.
• Performs other related duties as assigned.

WHAT WE'RE LOOKING FOR

Required Skills/Abilities

• Excellent communication skills including active listening skills.
• Service-oriented and able to resolve customer grievances.
• Understands and is proficient in managing call center workflows and call center performance metrics.
• Proficient in computer skills with the ability to learn new software.

Education & Experience

• High school diploma or equivalent.
• Customer service experience is required.

What We Offer:

• Full-time employment, Monday through Friday and Saturdays on Rotation (7:30-4)
• Competitive salary and benefits
• Health, dental, vision, and ancillary insurance options
• 401K retirement savings
• Paid time off
• Professional development opportunities
• Supportive and fair work environment

Apply Today! Be a part of a dynamic team that's transforming skin health. Submit your resume and cover letter to ...@skinusa.com. We can't wait to meet you!

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