Sr. Customer Service Associate

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

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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 8am to 5pm

Pay: $23-$25/hr.