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Customer Advocate Supervisor

Company: LogistiCare
Location: Miami
Posted on: February 25, 2021

Job Description:

* The Customer Advocate Supervisor is responsible for assuring timely services for clients from sub-contracted providers to include oversight/management of all relations with subcontractor providers. ESSENTIAL FUNCTIONS * Provider Network Functions * Works with network team related to specific contracts to ensure that performance criteria are met * Ensures that all contract regulations are enforced * Oversees the trip assignment process * Responsible for developing alternative transportation options such as public transit, recipient reimbursement, or volunteer/ independent driver systems * Works closely with transportation providers to address and resolve transportation issues * Maintains open lines of communications * Client Relationships * Develops ongoing relationship with all stakeholders involved in transportation process * Manages problem resolution and quality including complaint reports * Completes necessary reports related to assigned contracts and managing work flow. * Regularly meets with stakeholders to ensure we meet their expectations * Supervisory Function * Supervise, manage and develop a team of Customer Advocates and a Lead Customer Advocates to meet operational and contractual goals; maximizing the potential of each employee supervised * Mentor, coach, and review the performance of staff * Monitor employee performance standards, and take appropriate corrective action in order to meet standards * Manages and supports office staff in pursuit of excellent customer service * Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. POSITION QUALIFICATIONS Education * High School Graduate or General Education Degree (GED) required * Bachelor's Degree preferred Skill & Experience * 2+ years experience preferably with demand response transportation management preferred * 2+ years experience leading and supervising staff preferred * Previous call center experience preferred * Knowledge of and proficiency in quality improvement tools and processes * Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner * Proven experience dealing with crisis and ability to create processes that best benefit the entire team * Excellent customer service and phone skills * Strong management and organizational skills * Ability to accurately type 35+ corrected words per minute * Proficient in Microsoft Word, Excel and Outlook * Ability to read and write English fluently; bi-lingual a plus LogistiCare is an Equal Opportunity Employer. . Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Miami , Customer Advocate Supervisor, Other , Miami, Florida

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