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Customer Advocate Supervisor

Company: LogistiCare
Location: Garden Grove
Posted on: October 17, 2020

Job Description:

The Customer Advocate Supervisor is responsible for assuring timely services for clients from sub-contracted providers to include oversight/management of all relations with subcontractor providers. ESSENTIAL FUNCTIONS Provider Network Functions Works with network team related to specific contracts to ensure that performance criteria are met Ensures that all contract regulations are enforced Oversees the trip assignment process Responsible for developing alternative transportation options such as public transit, recipient reimbursement, or volunteer/ independent driver systems Works closely with transportation providers to address and resolve transportation issues Maintains open lines of communications Client Relationships Develops ongoing relationship with all stakeholders involved in transportation process Manages problem resolution and quality including complaint reports Completes necessary reports related to assigned contracts and managing work flow. Regularly meets with stakeholders to ensure we meet their expectations Supervisory Function Supervise, manage and develop a team of Customer Advocates and a Lead Customer Advocates to meet operational and contractual goals; maximizing the potential of each employee supervised Mentor, coach, and review the performance of staff Monitor employee performance standards, and take appropriate corrective action in order to meet standards Manages and supports office staff in pursuit of excellent customer service POSITION QUALIFICATIONS Competency Statement(s) Analytical Skills - Ability to use thinking and reasoning to solve a problem Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures Interpersonal - Ability to get along well with a variety of personalities and individuals Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions Management Skills - Ability to organize and direct oneself and effectively supervise others Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability Team Building - Ability to convince a group of people to work toward a goal SUPERVISORY RESPONSIBILITIES Directly supervises Customer Advocates and Lead Customer Advocate; carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Education High School Graduate or General Education Degree (GED) required Bachelor's Degree preferred Experience 2+ years experience preferably with demand response transportation management preferred 2+ years experience leading and supervising staff preferred Previous call center experience preferred SKILLS & ABILITIES Knowledge of and proficiency in quality improvement tools and processes Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner Proven experience dealing with crisis and ability to create processes that best benefit the entire team Excellent customer service and phone skills Strong management and organizational skills Ability to accurately type 35+ corrected words per minute Proficient in Microsoft Word, Excel and Outlook Ability to read and write English fluently; bi-lingual a plus WORKING CONDITIONS Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Able to sit at and work on a computer for periods of time - Able to use the phone for periods of time - Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves - Ability to speak, hear and see for the assigned work day - Repetitive key stroke/data entry for the assigned work day - Ability to ambulate as needed for the assigned work day WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Garden Grove , Customer Advocate Supervisor, Other , Garden Grove, California

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