Supervisor of Customer Support

Location: Pittsburgh, PA

Cardiac Management Solutions

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career.

Job purpose

Supervise an after-hours Account Coordinator (AC) team providing customer support to the sales force, patients, and medical professionals. This position will also supervise a team of Patient Service Representative Coordinators (PSRC) with the recruiting efforts and training of all Patient Service Representatives (PSRs).

Duties and responsibilities

  • Participate in the recruiting, interviewing, and hiring process for new Customer Support and PSRC staff including requisition submission, new hire setup requests and any required accompanying paperwork.
  • Provide and coordinate training as needed as well as ongoing coaching to ensure all staff are trained to properly execute their job responsibilities.
  • Manage shift scheduling, timecard approval/correction, call offs, PTO and breaks to ensure proper coverage.
  • Supervise staff by providing leadership, guidance and addressing escalations.
  • Perform quality reviews and provide coaching to drive improvement and continued success.
  • Provide data for metrics as assigned and work with management, seniors, and team in order to meet all objectives.
  • Identify opportunities to improve or enhance processes, procedures, technology, training, customer care, quality, productivity, etc. and aid in or drive the implementation of those enhancements.
  • Work with management to create, update, and enforce all team standards and procedures.
  • Provide coaching and feedback to address areas for employee improvement up to and including preparation for disciplinary action.
  • Minimal travel requirements
  • Performs other duties as assigned by Management.

Qualifications

  • Bachelor’s degree in related field preferred
  • A minimum of 3 years customer service, recruiting and training experience
  • A minimum 1 year supervisory or lead experience in a Customer Service environment.
  • Working knowledge of Microsoft Office with an intermediate to expert knowledge level of Excel
  • Strong written and oral communication skills
  • Strong and creative problem-solving skills and adaptability
  • Experience leading meetings and creating training documents
  • Experience coaching for both improvement and success
  • Experience managing projects

Working conditions

This position is generally performed in a typical office environment that is usually quiet.  Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision.  Work will require significant computer and telephone work.

Physical requirements

While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility

Assists manager in supervising employees in the Customer Support Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

 Equal Opportunity Employer – Disability and Veteran