Job Information
College of American Pathologists Customer Support Supervisor in Northfield, Illinois
Who we are? As the world's largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide. In 2020, the CAP was recognized as one of the Chicago Tribune’s Top Workplaces for the fifth year. The CAP was also recognized as a socially responsible employer by Center for Companies That Care for the sixth year.
Our Culture
CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work
CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills—offering reimbursement for educational programs and participation in events that enhance your skills
We offer a generous compensation and benefits package, 401K, and more
Brief Description
The Customer Financial Support Supervisor is responsible for:
Overseeing two staff members of the customer support team to ensure quality service is provided to customers.
Overseeing the ACD line – Talkdesk to ensure proper coverage including providing overall CFS (Customer Financial Services) system support.
Overseeing Salesforce cases to ensure timely assignment and responses including providing overall system support.
Overseeing the customer refund process including preparation, approval, processing, and delivery.
Monitor, prioritize and implement processes to accommodate customer standard and non-standard requests (i.e. portals).
Tracking, coordination, and processing of customer sales tax adjustments.
Specific Duties
Primary duties and responsibilities of the Supervisor Customer Support:
Responsible for supervising two CFS customer support staff members to ensure quality service is provided to customers.
Responsible for providing support and overseeing the CFS ACD line/Talkdesk to ensure overall proper coverage is available.
Responsible for working with the CAP Talkdesk user group to provide overall system support and updates to the CFS group.
Responsible for monitoring CFS Salesforce work queue to ensure timely assignment, response and closure is provided within CFS.
Responsible for working with the CAP Salesforce user group to provide overall system support, updates, and enhancements within CFS.
Responsible for reporting of CFS customer support results including prioritize and implement processes to accommodate customer reoccurring requests.
Responsible for tracking, coordinating, and implementing the process to accommodate customer portal requests.
Overseeing the customer refund process including preparation, approval, processing, and delivery.
Tracking, coordination, and processing of customer sales tax adjustments.
Assist in special projects as requested by the CFS Sr. Manager.
Knowledge / Skills Required/ Preferred
Personal:
Strong communication and customer service skills.
Strong people skills both individual and team settings.
Flexibility including the ability to assume increasing responsibilities in a changing environment.
Professional:
Knowledge of Customer Support, Accounts Receivable, Order Processing, and Billing.
Strong accounting experience and application.
Strong planning and organizational skills including the ability to prioritize and manage multiple activities while meeting scheduled deadlines.
Well-developed analytical and problem-solving skills and the ability to apply technical knowledge appropriately.
Technical:
Strong computer skills including Customer Support systems, Accounts Receivable, Order Management, and Microsoft Office.
Education / Experience
Education:
Bachelor’s degree in accounting or related discipline required.
Experience:
Four plus years of related experience in Customer Support, Accounts Receivable, Billing required.
Related certifications:
N/A
“The College of American Pathologists requires all new hires in customer-facing roles to be fully vaccinated for COVID-19 prior to the first date of employment. If you are unsure whether this position is customer-facing, please inquire with Human Resources. As required by applicable law, The College of American Pathologists will consider requests for Reasonable Accommodations.”
Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act
Job Details
Job Family Supervisory/Management
Pay Type Salary