Position Summary
The Client Care Supervisor oversees the daily operations of the Client Care Specialist team, ensuring excellent customer service, client satisfaction, and adherence to regulatory and quality standards. This role is responsible for managing team performance, coaching, training, and developing strategies to meet service metrics and department objectives. The Client Care Supervisor serves as a liaison between clients and internal operations, driving service excellence, campaign implementation, and continuous improvement initiatives.
What You Will Do
- Oversee the daily operations of the Client Care Specialist team.
- Conduct performance reviews and annual appraisals for team members.
- Motivate, coach, and train team members to ensure consistent delivery of high-quality service.
- Develop and monitor quotas and results for service metrics, special projects, and team competitions.
- Review call center statistics to measure individual and team performance.
- Assist in recruiting, onboarding, and training new team members as needed.
- Ensure customer satisfaction by proactively addressing client issues and identifying solutions in the client’s best interest.
- Provide support to the team in troubleshooting client requests and delivering resolutions.
- Oversee the design and delivery of call monitoring for quality assurance, service promotions, and business development.
- Work with Eagle Analytical operations to meet client needs effectively.
- Support management in developing client care strategies, roadmaps, and service level objectives.
- Take ownership of campaign implementation and ensure alignment with department goals and corporate objectives.
- Evaluate and monitor the results of service campaigns and plan future strategies.
- Assist with special projects and initiatives as assigned.
- Ensure team compliance with company policies, SOPs, and regulatory standards, including ISO 17025, cGMP, cGLP, A2LA requirements, and Quality Control Guidelines.
- Maintain accurate documentation and process adherence within the team.
- Attend and support trade shows, seminars, or symposiums as required.
- Represent the department and company professionally in all client interactions.
Who You Are
- Bachelor’s degree in Science, Business, Technology, or related field or a minimum of five years of experience in a call center or client service environment.
- Prior experience with CRM systems.
- Extensive knowledge of inbound and outbound tele-sales processes.
- Excellent leadership, people management, and team-building skills.
- Strong verbal and written communication skills.
- Proven ability to manage client relationships, resolve issues, and ensure client satisfaction.
- Demonstrated passion for service and sales.
- Strong organizational, analytical, time management, and multi-tasking abilities.
- Ability to identify problem areas, trends, and opportunities and implement corrective actions.
- Results-oriented, self-starter, able to work independently and collaboratively.
- Advanced proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and internet-based applications.
- Ability to work in a fast-paced, changing environment.
- Office-based work with frequent computer use.
- Ability to attend offsite events, trade shows, or client meetings as needed.
Who We Are
Serving customers since 2004, Eagle offers the highest quality in preparation testing for sterility, bacterial endotoxins, microbial detection, beyond-use dating (BUD) determination and active ingredient potency. State-of-the-art equipment, combined with the experience and knowledge of our team, makes Eagle the best choice for all testing needs. The Eagle team is committed not only to performing the best quality control testing, but also working relentlessly with our customers on solutions if tests receive unexpected results. Learn more at www.eagleanalytical.com.
