WI3666477

1

High School Diploma/GED

High School Diploma/GED Equivalent

Unspecified

40

JOB REQUIREMENTS: Help us change lives At Exact Sciences, we\'re
helpingchange how the world prevents, detects and guides treatment for
cancer. We give patients and clinicians the clarity needed to make
confident decisions when they matter most. Join our team to find a
purpose-driven career, an inclusive culture, and robust benefits to
support your life while you\'re working to help others. Position
Overview In conjunction with the Exact Sciences Laboratories leadership
team, this role manages the day-to-day Customer Care Center activities.
The Supervisor, Patient Support manages a team of Customer Care
Associates (CCA) and Customer Care Specialists (CCS). This role is
responsible for the evaluation of relevant CCA\'s and CCS\'s metrics and
other identified key performance indicators. This position aligns with
other Customer Care Center leadership on the planful execution of the
objectives to support the accomplishment of company goals. Essential
Duties include but are not limited to the following: Partners with the
Exact Sciences Laboratories training team in the creation of training
materials as appropriate. Identifies additional training needs and
resources, as needed. Provides coaching to the Customer Care Center
employees, as needed. Monitors associate and overall department metrics
in order to meet departmental and company goals. Provides on-going
coaching and mentoring all associates to ensure a consistent level of
service is maintained. Recommends and implements changes to ensure high
quality customer service. Supervises a team of associates. Provides
escalation support to associates. Coordinates with HR to hire and
onboard new Customer Care Center employees and performance manage.
Partners cross functionally to support the Exact Sciences Laboratories
mission. Maintains skillset to be able to perform all essential
responsibilities of the associates and performs them as directed.
Ensures familiarity with relevant guidelines and policies for medical
devices. Identifies and shares best practices and drives for continuous
improvement of the customer experience. Manages and resolves customer
complaints. Prepares performance reports to share with associates.
Knowledge of customer service principles and practices. Knowledge of
contact center operations including implementation, training and
performance monitoring. Excellent verbal and written English
communication skills. Disciplined, self-motivated and reliable. Able to
stay\... For full info follow application link. We are an equal
employment opportunity employer. All qualified applicants will receive
consideration for employment without regard to age, color, creed,
disability, gender identity, national origin, protected veteran status,
race, religion, sex, sexual orientation, and any other status protected
by applicable local, state or federal law. Applicable portions of the
Company\'s affirmative action program are available to any applicant or
employee for inspection upon request. \*\*\*\*\* APPLICATION
INSTRUCTIONS: Apply Online: ipc.us/t/AD716640E87C49C6