Career Site Update

We are pleased to announce that we have updated our applicant tracking system to Workday Recruiting. Returning applicants with an iCIMS profile must create a new “Candidate Home” in Workday. All current associates must apply through “My Career” on your Workday homepage. For additional information, please click on the highlighted FAQ link.

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SUPV Customer Care | SCI Jobs

Job Information

SCI Shared Resources, LLC SUPV Customer Care in Jefferson, Louisiana

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Oversees the day-to-day activities of the Contract to Cash Customer Care team ensuring regulatory compliance and policy and procedure adherence. Communicates expectations, delegates’ workload, monitors daily activities, quality controls work, and provides continual coaching and feedback to improve team’s performance and customer service skills.

JOB RESPONSIBILITIES

Operations

  • Monitors phone calls, ensuring customer standards, policies, and regulations are adhered. Provides timely feedback and coaching to Associate.

  • Investigate customer complaints and escalated issues. Resolve situations to the satisfaction of the customer but within policy and regulatory restrictions.

  • Develops, maintains, reviews, and trends Customer Care performance metrics to track call abandonment, call average wait time, campaign success, and similar. Identifies issues and solutions to close any gaps. Regularly status’ team and management on Key Performance Metric trends and solutions.

  • Develops and maintains call scripts; trains Associates on scripts and customer service expectations

Administration

  • Coordinate staff work and time-off schedules ensuring appropriate coverage and minimizing overtime; approve timecards.

  • Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures by leading unit projects and/or other department/system directed activities. Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures

People Development

  • Develop a strong, trusting, and reliable team. Understand team members career aspirations and provide assignments to develop skills and/or close gaps. Constructively address issues and provide tangible and appropriate feedback. Apply a proactive and collaborative management style in order to increase employee engagement and minimize turnover. Monitor training and licensing requirements ensuring staff is re-trained/licensed prior to expiration.

  • Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff. Recommends pay increases, special pays, and career advancements.

MINIMUM REQUIREMENTS

Education

  • High School Diploma or GED

Experience

  • At least two (2) years of Call Center Supervisory experience managing and coaching staff

  • Experience monitoring calls and call center phone software

  • Experience maintaining and reporting on Key Performance Metrics

  • Demonstrate implementation of efficiencies

Skills & Abilities

  • Professional verbal and written communication skills with the ability to remain steadfast under duress

  • Second language is a plus, Spanish preferred

  • Excellent Listening and empathy skills

  • Dedication to customer satisfaction

  • Strong interpersonal skills – ability to gain confidence and cooperation of others; must be able to interact with individuals of varying levels and abilities

  • Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

  • Exceptional organizational skills, detailed oriented with a high sense of urgency

  • Proficient with MS Office, Word, Excel, and Power Point

#SCI

Postal Code: 70121

Category (Portal Searching): Marketing and Advertising

Job Location: US-LA - Jefferson

Req ID: Req.92690

Position Type: Full time

Who we are. What we do.

We are North America’s largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.

We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

"SCI” refers to Service Corporation International and its affiliates.

Equal Opportunity Employer, M/F/D/V