Senior Customer Experience & Operations Leader

Express Employment Professionals - Cincinnati East; Englewood Cliffs (NJ); On-site; USD 32,000 - 34,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is hiring a Sr. Customer Service Associate to start immediately in a role that oversees customer service operations, patient scheduling management, case management, and cross-functional collaboration.

The position emphasizes coaching staff, maintaining SLAs, and driving process improvements within a Monday–Friday, 8am–5pm framework. The role requires supervising multiple teams, ensuring accurate and timely responses, and coordinating with

Qualifications

• Oversee daily operations of customer service and scheduling teams.
• Ensure professionalism, accuracy, and responsiveness in customer interactions.
• Monitor KPIs and service levels to meet SLAs.

Responsibilities

• Oversee the daily operations of both the Customer Service Tech and Appointment Scheduling teams.
• Lead and supervise the patient scheduling team and ensure timely handling of cases.
• Monitor scheduling queues to prevent delays and maintain workflow efficiency.
• Coordinate with Dispatch, production, and sales to resolve scheduling conflicts.
• Develop scheduling strategies to maximize productivity and client satisfaction.
• Manage Level 1–3 case inquiries and escalate complex concerns as needed.
• Ensure documentation of case activity and timely responses to inquiries.
• Oversee inbound communications across email, voicemail, messaging, and other channels.
• Coach and mentor staff; participate in recruiting, onboarding, and training.
• Collaborate with Sales, Production, Dispatch, and Operations on improvement initiatives.

Skills

Customer service

Team leadership

Coaching

Scheduling

Problem-solving

Communication

Cross-functional collaboration

Process improvement

Case management

Job description

Express Employment Professionals - Cincinnati East is hiring a Sr. Customer Service Associate to start immediately in a role that oversees customer service operations, patient scheduling management, case management, and cross-functional collaboration.

The position emphasizes coaching staff, maintaining SLAs, and driving process improvements within a Monday–Friday, 8am–5pm framework. The role requires supervising multiple teams, ensuring accurate and timely responses, and coordinating with