Supervisor - Customer Support

Customer Support Supervisor

At Caris, we understand that cancer is an ugly worda word no one wants to hear, but one that connects us all. That's why we're not just transforming cancer carewe're changing lives.

We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: "What would I do if this patient were my mom?" That question drives everything we do.

But our mission doesn't stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcaredriven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Customer Support Supervisor position is responsible for hiring team members, managing performance, and ensuring that daily and monthly service expectations are met. This position provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. This position is responsible for monitoring customer service standards. The Customer Support Supervisor assists the Customer Support Manager with the daily operations of the group. This position carries out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality.

Job Responsibilities

• Supervises day-to-day activities of team of Customer Support Representatives, including management of in-bound customer correspondence and test requisitions, customer phone calls, specimen ordering, and patient case discrepancy management.
• Meets all deliverables and goals set by department.
• Meets all regulatory agency requirements as they pertain to job function.
• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work for the staff, as needed.
• Ensures service quality by monitoring team member performance, identifying performance issues and implementing corrective action as necessary.
• Hires and trains team members.
• Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.
• Monitors employee's performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics. Provides regular feedback to all CSRs on their performance; identifies areas of improvement. Manages performance accountabilities for individual team members and team using a balanced scorecard approach, to include efficiency and quality.
• Collaborates with management as it relates to team member challenges dealing with performance and behavior.
• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports/tools.
• Provides on-going training and development of team members through effective coaching, motivating and proactive career development.
• Mentors, coaches and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.
• Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results.
• Actively supports and engages CSR in the quality process. Assesses training needs as identified, shares results in a timely manner, and provides training and coaching to drive continuous improvement.
• Supports new technologies as a tool for driving increased efficiencies and stronger results.
• Conducts regular team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates.
• Manages correspondence, escalated issues and requirements/regulations.
• Works collaboratively to problem solve and participate cross functionally with other teams as necessary.
• Maintains a high level of confidentiality to protect the concerns of the company, management and employees.
• Provides strong, consistent leadership and direction to the team, translates company and department vision into measurable goals and objectives for the team, and helps team members understand how they contribute to Caris's success.
• Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high-performance environment.
• Takes ownership for personal growth and career development of self. Focused on continuing to expand leadership skills, experience, and capability.
• Accepts other duties as assigned.

Required Qualifications

• High School degree or equivalent required.
• Minimum one year with Caris.
• Three to five years of experience in a supervisory/client services role is required.

Preferred Qualifications

• Bachelor's preferred.

Physical Demands

• Visual acuity and analytical skill to distinguish fine detail.
• Manual dexterity to use common laboratory equipment.
• Must possess ability to sit and/or stand for long periods of time.
• Must possess ability to perform repetitive motion.
• Ability to lift up to 50 pounds.

Other

• All job specific, safety, and compliance training are assigned based on the job functions associated with this position.
• This position requires periodic travel and some evenings, weekends and/or Holidays.

Required Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check (applicable for certain positions) and reference verification.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.