Supervisor, Client Services

Since 1989, DentalXChange has been on the forefront of modernizing and innovating dental claims creating dental payment solutions that bring ease to the payments process. Today, it has grown to support a current client base of more than 107,000 dental providers. Headquartered in Irvine, CA, through its own clearinghouse, state of art technology consisting of modern APIs, and secure Web portals, DentalXChange processes over 300 million transactions, consisting of more than 71 million dental claims annually.

Client Services Supervisor Position Summary:

The Supervisor, Client Services will lead the day-to-day activities and support for the Client Services Representatives. This includes providing training, support, escalations, trouble shooting, and/or other support as needed. As part of this process, the Supervisor will conduct quality call and ticket monitoring ensuring that the department delivers exceptional customer service actions and results are in line with our protocols while meeting the quality and quantity requirements of the department.

*REMOTE & LOCAL CANDIDATES ACCEPTED*

What You’ll Do As Our Client Services Supervisor:

• Supervise, lead, and direct the day-to-day activities of the Client Services team members
• Effectively troubleshoot and manage critical and/or escalated support issues
• Act as a role model and consistently enforce outstanding customer service
• Assist the Director in creating performance development plans for the Client Services staff
• Perform quality monitoring to evaluate performance and administer regular performance feedback
• Participate in the interviewing process and provide input
• Review, track, and trend call volume through daily reports and ensure accuracy of data presented on a daily, weekly, and monthly basis
• Recommend and implement processes to maximize operational efficiency and maintain superior customer contact experiences
• Develop, support and/or communicate departmental and organizational quality standards, processes, procedures, and policies
• Assist in training and documentation for the Client Services team members on new products, services, and enhancements so they can effectively support our clients
• Monitor tickets making sure they are assigned, updated consistently and accurately closed upon issue resolution
• Must continually stay knowledgeable about the products and services that we offer

What You’ll Bring to the Team:

• At least 2 years of supervisory experience in a customer service environment (call center supervisory experience helpful)
• Prior experience in the dental industry helpful
• Ability to effectively manage time and prioritize
• Strong multi-tasking skills and able to adapt to changing expectations and priorities
• Knowledge and experience with the following strongly preferred: MS Office Applications, security software, remote access software, web browsers, permission settings, connectivity issues, network administration and configuration
• Strong communication and interpersonal skills including both verbal and written communication skills.
• Ability to successfully multitask with accuracy in a fast-paced environment
• Working knowledge of technical and procedural aspects and functions
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

What We Offer:

• Challenging and rewarding career opportunity!
• Medical, dental, and vision benefits effective first of month after start date
• Paid time off including company holidays
• 401k matching
• Excellent compensation of 62k – 70k annually, DOE