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Founded in 1991, The SCOOTER Store is headquartered in New Braunfels, Texas and has locations and a network of service specialists across America. The SCOOTER Store has grown from a vision into a highly successful national enterprise with over 2,200 employee-owners.
The SCOOTER Store maintains strict compliance with Medicare regulations and works through the Power Mobility Coalition to ensure the availability of additional consumer safeguards and industry standards such as ongoing customer service and product maintenance. The SCOOTER Store is accredited by the Accreditation Commission for Health Care, Inc. (ACHC).
Summary: Responsible for managing and coordinating all aspects of the call center to ensure all incoming calls are answered in a timely manner and meet or exceed company expectations, manage multiple department projects, i.e. customer satisfaction surveys, data entry objectives, etc.
Essential Duties and Responsibilities:
• Manage, train, and develop staff to meet/exceed expectations
• Manage internal/external client satisfaction
• Execute initiatives to increase productivity and service levels
• Manage workflow for the department
• Develop procedures & policies for the department
• Report metrics/customer feedback to management
• Coordinate communications across departments/company
• Handle escalated customer issues
• Establish initiatives to motivate staff
Supervisory Responsibilities: Supervises direct reports. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include hiring, promotion, termination, scheduling and assigning work, measuring performance and pay determination.
Education and/or Experience: Bachelor's degree or equivalent; and three to five years job-related experience and/or training; or equivalent combination of education and experience.
Other Knowledge, Skills and Abilities:
• Maintain high levels of confidential information
• Excellent communication and interpersonal skills
• Strong writing and organizational skills
• Proficient in Microsoft Office applications
• Knowledge of call center reporting systems
• Strong management skills
• Keen attention to detail
• Knowledge of the medical insurance industry, including Medicare, Medicaid (preferred, not required)
In return for your experience, The SCOOTER Store offers a competitive salary and a generous benefits package.
The SCOOTER Store World Headquarters, Distribution Centers, and Stores are tobacco-free facilities.
The SCOOTER Store is an Equal Opportunity Employer.
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