Senior Customer Service & Scheduling Operations Lead

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

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.