Senior Customer Service Associate

HUDSON CITY CONSULTING LIMITED LIAB; Lyndhurst (NJ); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Competitive hourly pay

Regular daytime schedule

Job summary

HUDSON CITY CONSULTING LIMITED LIAB is hiring a Sr. Customer Service Associate to lead and optimize intake, scheduling, and support workflows in Lyndhurst, New Jersey.

You will oversee the Customer Service Tech and Appointment Scheduling teams, drive KPIs, mentor staff, handle case escalation, and collaborate with Sales, Dispatch, Production, and Operations to deliver timely, high-quality service. Schedule is Mon-Fri, 10am-6pm; pay is $23-$25/hr.

Responsibilities

• Oversee the daily operations of the Customer Service Tech and Appointment Scheduling teams.
• Ensure all customer interactions meet company standards for professionalism, accuracy, and responsiveness.
• Monitor department productivity, service levels, and KPIs.
• Identify operational challenges and implement process improvements to increase efficiency.
• Ensure departmental goals and SLAs are consistently achieved.
• Lead and supervise the patient scheduling team and ensure turnaround times are met.
• Coordinate with Dispatch, production, and sales to resolve scheduling conflicts.
• Develop scheduling strategies that maximize productivity and client satisfaction.
• Manage and resolve Level 1 through 3 case inquiries and escalate when needed.
• Maintain complete documentation of case activity and collaborate with internal departments.
• Oversee all in-bound customer communications and ensure prompt resolution.

Job description

We are hiring for a Sr. Customer Service Associate to start immediately.

Essential Responsibilities

1. Customer Service Operations

• Oversee the daily operations of both the Customer Service Tech and Appointment Scheduling teams.
• Ensure all customer interactions meet company standards for professionalism, accuracy, and responsiveness.
• Monitor department productivity, service levels, and key performance indicators (KPIs).
• Identify operational challenges and implement process improvements to increase efficiency.
• Ensure departmental goals and service level agreements (SLAs) are consistently achieved.

2. Patient Scheduling Management

• Lead and supervise the patient scheduling team.
• Ensure all patient cases are handled accurately and within established turnaround times.
• Monitor scheduling queues to prevent delays and maintain workflow efficiency.
• Coordinate with Dispatch, production, and sales teams to resolve scheduling conflicts.
• Develop scheduling strategies that maximize productivity and client satisfaction.

3. Case Management

• Manage and resolve Level 1 through 3 case inquiries.
• Serve as one of the escalation points for complex customer concerns.
• Ensure all case questions are answered accurately and within required response times.
• Partner with internal departments to facilitate timely case resolution.
• Maintain complete and accurate documentation of case activity.

4. Communication Oversight

• Oversee and prioritize all in-bound customer communication channels, including:
  • Department email inboxes
  • Voice mail
  • Magic Touch communications
  • Rush case requests
  • Internal messaging systems and other channels
• Ensure inquiries are assigned, tracked, and resolved promptly.
• Monitor response times and maintain communication standards.

5. Team Leadership & Development

• Supervise, coach, and mentor customer service tech representatives and scheduling staff.
• Provide ongoing coaching to improve communication, problem-solving, and customer service skills.
• Identify development opportunities and create individualized coaching plans.
• Assist with recruiting, onboarding, and training new employees.
• Foster a positive, collaborative, and high-performing team culture.

6. Cross-Functional Collaboration

• Partner with Sales, Production, Dispatch, and Operations teams to improve customer outcomes.
• Participate in departmental meetings and strategic planning initiatives.
• Support company-wide projects focused on operational excellence and customer experience.

Schedule: Monday to Friday from 10am to 6pm

Pay: $23-$25/hr.