Customer Advocate Supervisor at LogistiCare in Miami, Florida

Job Description:

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The Customer Advocate Supervisor is responsible for assuring timely services for clients from sub-contracted providers to include oversight/management of all relations with subcontractor providers.

ESSENTIAL FUNCTIONS

* Provider Network Functions
* Works with network team related to specific contracts to ensure that performance criteria are met
* Ensures that all contract regulations are enforced
* Oversees the trip assignment process
* Responsible for developing alternative transportation options such as public transit, recipient reimbursement, or volunteer/ independent driver systems
* Works closely with transportation providers to address and resolve transportation issues
* Maintains open lines of communications
* Client Relationships

* Develops ongoing relationship with all stakeholders involved in transportation process
* Manages problem resolution and quality including complaint reports
* Completes necessary reports related to assigned contracts and managing work flow.
* Regularly meets with stakeholders to ensure we meet their expectations
* Supervisory Function

* Supervise, manage and develop a team of Customer Advocates and a Lead Customer Advocates to meet operational and contractual goals; maximizing the potential of each employee supervised
* Mentor, coach, and review the performance of staff
* Monitor employee performance standards, and take appropriate corrective action in order to meet standards
* Manages and supports office staff in pursuit of excellent customer service
* Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

POSITION QUALIFICATIONS

Education

* High School Graduate or General Education Degree (GED) required
* Bachelor's Degree preferred

Skill & Experience

* 2+ years experience preferably with demand response transportation management preferred
* 2+ years experience leading and supervising staff preferred
* Previous call center experience preferred
* Knowledge of and proficiency in quality improvement tools and processes
* Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner
* Proven experience dealing with crisis and ability to create processes that best benefit the entire team
* Excellent customer service and phone skills
* Strong management and organizational skills
* Ability to accurately type 35+ corrected words per minute
* Proficient in Microsoft Word, Excel and Outlook
* Ability to read and write English fluently; bi-lingual a plus

LogistiCare is an Equal Opportunity Employer. .

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled