We are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
POSITION PURPOSE
As the Customer Service Coach, you will be responsible for coaching a team of customer service associates and supporting the PureWick Reimbursement operations management team in daily coaching and management of team members. Your primary responsibility is ensuring that team and individual goals are reached and to develop your team into successful staff that are focused on delivering a best-in-class customer experience. The Customer Service Coach will be directly responsible for ensuring this is accomplished through an emphasis on coaching towards call quality. We require the Coach to be a professional with proven Call Center / Customer Service background to manage pro-active day-to-day talent development. This is an opportunity to coach and contribute to the day-to-day operations and strategic initiatives promoted toward improved customer service within the LMS division. The role offers exposure to a variety of internal and external customers utilizing customer service methodologies, while leveraging your subject matter expertise in the DME marketplace – specifically as it relates to customer service, workflow optimization, understanding document requirements and proper protocols for client management.
PRIMARY DUTIES AND RESPONSIBILITIES
Responsible for supporting a group of customer service specialists working to ensure they hit their daily and weekly goals. This includes managing key performance indicators for the team.
1. Call Monitoring and Coaching
30 hours per week of call monitoring and coaching per overall team. Coaching model of self-evaluate, self-prescribe, self-motivate coupled with an “observe, diagnose, develop plan, and then coach” execution.
Document feedback regarding observed behaviors and performance in a “one on one action plan” form with detailed S.M.A.R.T objectives.
Provide coaching feedback during and after calls using discretion as to when to insert oneself in the customer satisfaction process.
Focused monitoring and coaching with individual inside sales professionals as identified by call center management.
2. Daily Group Meeting Kickoff and close out meeting (planning and participation).
3. Must conduct a one-on-one meeting with each inside sales professional within their team monthly to review goal setting and past performance review.
One-on-one meetings to be conducted in the first three days of each month.
4. Must meet with PureWick RX Supervisor once a month to conduct personal one-on-one with Supervisor on goal setting and past performance review.
5. Report to Supervisor/Manager KPI’s for their teams
6. Must complete and send a weekly re-cap E-mail Friday afternoon or Monday morning, recapping team performance for the week, identifying high’s and low’s to the PureWick RX Supervisor.
7. Manage all supervisor escalated calls real time with active participation of a customer service professional on each call. If the Coach is actively engaged in a supervisor call with an customer service professional, they will ensure the additional call is escalated to a Team Leader.
8. Must complete side by side coaching with inside sales representatives to ensure Compliance and Monitoring feedback within desired respond window providing a confirmation to the PureWick RX Supervisor that all coaching has been completed.
9. Provides feedback on identification of operational issues experienced by customer service specialist professionals to PureWick RX Supervisor and Associate Director of Call Center.
10. Positively impacts the work environment relative to the Employee Relations and Behavior policy of the company
11. Supports special projects aligned to business needs
ANCILLARY DUTIES AND RESPONSIBILITIES
1. Make recommendations to customer service operations management regarding hiring, promotion, transfer, performance management, disciplinary action, and discharge of customer service specialists.
2. Prepared documentation and counsel’s representatives regarding performance and performance management documentation with the supervision of customer service management.
3. Customer Service calls as escalated to management with direct reporting to executive management of call results.
4. Performing other duties and responsibilities as requested, directed, or assigned.
REPORTING RELATIONSHIP RESPONSIBILITIES
Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.
MINIMUM REQUIREMENTS OR QUALIFICATIONS
Education/Experience: High School Diploma or General Education Degree (GED) with 2 years minimum experience in sales or customer service.
Skills:
Language: Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or operational training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers.
Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.
Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors.
Computer: Intermediate computer skills and knowledge of Microsoft Office Applications, Access or other database software.
Telecommunications: ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)
Licensure or Certifications required: No certifications required
WORK REQUIREMENTS
Ability to work evenings and weekends
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand.
WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ) While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.
DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
#earlycareer
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visit https://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
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