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Call Center Supervisor

Ethos Veterinary Health, located in Woburn, Massachusetts is looking for a full-time Call Center Supervisor to join us.

The Call Center Supervisor is responsible for the day-to-day activities of the department while recommending changes and enhancements in support of the needs of the call center.  This person embodies the local culture of each of our hospitals, affording every client with the utmost courteous and attentive treatment and presents a keen sensitivity to the emotional bond between owners and their pets.

Responsibilities: 

  • Demonstrates ability to exceed performance standards for work quality and efficiency.
  • Prepares and assigns work schedules ensuring that staffing requirements are met.  Responds with urgency to call volume influxes.
  • Makes and is responsible for real-time decisions necessary to deliver exceptional client service.
  • Maintains a thorough and current knowledge of each hospital and Call Center functions, protocols and procedures.
  • Collect data and analyze trends.  Recommends enhancements and modifications to protocols and procedures to gain efficiency, enhance services to clients and improve call center performance.
  • Continues to build on an understanding of common medical conditions, illnesses, and emergency situations as well as pharmaceuticals, diets and products used in veterinary medicine.  Shares learning with staff to enhance their effectiveness and expand their knowledge base.
  • Demonstrates the ability to handle clients in difficult and sensitive situations.  Applies good judgment to make decisions that balances the policies of the company with the needs of the client/patient.
  • Demonstrates the ability to comfortably discuss instructions and other doctor recommendations with clients.
  • Participate in selection, interviewing, and hiring of liaison staff.
  • Train, monitor, develop and evaluate staff performance in all Call Center functions, including but limited to: customer service/hospitality; liaison protocols; teamwork; accuracy and efficiency; company policies, financial policies and cleanliness.

Qualifications and experience requirements

  • College, technical school education or 4 years of equivalent work experience
  • Demonstrated leadership aptitude
  • Technical credibility related to specialized expertise (call center, veterinary technician, client service, inventory, etc.)
  • Computer skills (fundamental) including working knowledge of windows-based programs.
  • Physical demands:  walk, stand, sit, speak clearly, hear/listen, especially on telephone.

Benefits of Working at Mass Vet Referral Hospital:

  • Compensation is based on experience and skill level.
  • Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

 

 

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