Customer Service Supervisor

HCA Healthcare, Inc.; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical coverage

401(k) Plan with match

Tuition assistance

Flexible spending accounts

Employee discounts

Job summary

Galen College of Nursing is seeking a Customer Service Supervisor to lead the Admissions Specialists and daily Support Services operations. You will drive performance, ensure quality interactions, and guide the admissions team toward campus goals.

You’ll monitor calls, report on metrics, and coach staff while maintaining a customer-centric approach. This role requires a Bachelor’s degree and strong communication skills.

Qualifications

• Bachelor’s Degree in Business Management or related field is required or accepted in lieu of education.
• Excellent verbal and written communications skills.
• Ability to present information clearly to groups of managers, students, applicants and the public.
• Strong organizational and multitasking abilities to handle fast-paced environment.

Responsibilities

• Set and meet performance targets for speed, efficiency, accuracy and quality.
• Manage daily operations of the Support Services Department.
• Monitor calls to improve quality and track performance.
• Review staff performance and plan training sessions.
• Record statistics, generate reports and handle complex inquiries.
• Organize staff shift patterns to meet demand.
• Coach, motivate and retain staff; answer inquiries from prospective students.
• Make follow-up calls to prospective students and schedule appointments.
• Utilize Ellucian Recruit to monitor prospective and new students.

Skills

Verbal communication

Written communication

Presentation skills

Customer service

MS Office

CRM systems

Education

Bachelor's degree in Business Management or related field

Tools

Microsoft Office

Microsoft Dynamics CRM

Job description

At Galen College of Nursing, we educate and empower nurses to change lives. Since 1989, we’ve dedicated our work to delivering high-quality nursing education with a student-first mindset. As one of the largest private nursing colleges in the country, we combine the support of a close-knit learning environment with the strength of a nationally recognized institution, HCA Healthcare.

That same passion for excellence in the classroom extends to our offices. At Galen, you’ll find a culture deeply rooted in collaboration, innovation, and a shared commitment to improving the future of healthcare. Your work directly touches the next generation of nurses, and your contributions help our students pursue their dream of a compassionate career.

Position Overview

As a Customer Service Supervisor at Galen College of Nursing, you will oversee an area of first response to portal and phone inquiries. Leading and managing Admissions Specialists, ensuring efficient and effective daily operations. The end goal is to assist all campus Admission Departments in reaching goals, while providing the desired level of customer service and professionalism.

Key Responsibilities

1. Setting and meeting performance targets for speed, efficiency, accuracy and quality.
2. Managing the daily operations of the Support Services Department.
3. Monitoring random calls to improve quality, minimize errors and track operative performance.
4. Reviewing the performance of staff, identifying training needs and planning training sessions.
5. Recording statistics and performance rates and generating reports.
6. Handling the most complex customer complaints and inquiries.
7. Organizing staff, including shift patterns and the number of staff required to meet demand.
8. Training, coaching, motivating and retaining staff.
9. Answering incoming calls from prospective students to share information and schedule appointments.
10. Making outgoing phone calls and emails in response to electronic inquiries.
11. Making follow-up calls to potential students who miss scheduled appointments.
12. Following-up with prospective students throughout the admissions process.
13. Utilizing Ellucian Recruit to monitor prospective and new students in the most effective way possible.
14. Other duties, as assigned, and logically associated with the goals and objectives of the College.

Position Requirements

• Bachelor’s Degree in Business Management or related field. Prior experience in recruiting and sales may be accepted in lieu of education.
• Computer proficient with Microsoft Office. Prior experience with Microsoft Dynamics CRM system preferred.
• Ability to effectively present information and respond to questions from groups of managers, students, applicants and the general public.
• Excellent verbal and written communications skills.
• Ability to work in a fast-paced environment and encourage others to respond in this environment.
• High attention to detail.
• Able to maintain a customer-friendly demeanor.
• Able to work flexible hours with occasional evenings and/or weekends possible.
• Possibility of occasional travel to other Galen campuses.
• Physical Requirements: Must be able to sit at a desk for eight hours at a time. Ability to spend most of the day talking to prospective students on the phone.
• Degree of Supervision: Minimal

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial well-being
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for children, elders, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away from Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Note: Eligibility for benefits may vary by location.

Galen’s Compassionate Care Model Values

• Inclusivity:I foster an environment that provides opportunity for every individual to reach their full potential.
• Character:I act with integrity and compassion in all I do.
• Accountability:I own my role and accept responsibility for my actions.
• Respect:I value every person as an individual with unique contributions worthy of consideration.
• Excellence:I commit myself to the highest level of quality in everything I do.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE).

Customer Service Supervisor

Galen College of Nursing