Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Summary

Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.

Essential Functions (Key Roles & Responsibilities)

Lead and supervise a team of customer service representatives, providing direction, guidance, and support.

Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise.

Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.

Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner.

Implement and enforce quality control measures to ensure consistent and excellent customer service.

Continuously evaluate customer service processes and identify opportunities for improvement.

Handle escalated customer issues that cannot be resolved by customer service representatives.

Performs other duties as assigned

Complies with all policies and standards

Qualifications

Education

Degree Field of Study Required/Prefe rred And/Or

Some High School Completed required

Bachelor's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?

Licenses and Certifications

Licenses/Certifications Time Frame Required/

Preferred And/Or

Work Experience

Experience Details Years of Experience Required/

Preferred And/Or

Customer Service Experience 3-5 years required and

Leadership/Supervisory Experience 1-2 years required

Knowledge, Skills and Abilities

Familiarity with customer service best practices, techniques, and standards is essential.

Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts.

Excellent verbal and written communication skills.

Strong problem-solving skills to address customer inquiries, complaints, and complex issues.

Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships.

Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines.

Physical Requirements

Grade

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package.

In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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