Job Description

Site: The Brigham and Women's Hospital, Inc.Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job SummarySummary:Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.Does this position require Patient Care? NoEssential Functions:-Lead and supervise a team of customer service representatives, providing direction, guidance, and support.-Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise.-Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.-Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner. -Implement and enforce quality control measures to ensure consistent and excellent customer service. -Continuously evaluate customer service processes and identify opportunities for improvement. -Handle escalated customer issues that cannot be resolved by customer service representatives.QualificationsEducationHigh School / GED perferred.40 Hours evening shift (2:30p to 11p) Monday-Friday, rotating weekends.ExperienceCustomer Service Experience 3-5 years required and Leadership/Supervisory Experience 1-2 years requiredKnowledge, Skills and Abilities- Familiarity with customer service best practices, techniques, and standards is essential.- Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts.- Excellent verbal and written communication skills.- Strong problem-solving skills to address customer inquiries, complaints, and complex issues.- Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships.- Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines.Additional Job Details (if applicable)Physical RequirementsStanding Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote TypeOnsiteWork Location75 Francis StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftEvening (United States of America)Pay Range$22.88 - $32.72/HourlyGrade5At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.EEO Statement:The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.Mass General Brigham Competency FrameworkAt Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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