Customer Solutions Center - Customer Success Supervisor
Job Type

Butler Medical Transport provides emergent and non-emergent Mobility, Basic Life Support (BLS), Advanced Life Support (ALS), and Specialty Care (SCT) ambulance transportation. Under the supervision of the Customer Solutions Center Director, the Customer Solutions Center Customer Success Supervisor (CSC – CSS) contributes to the success of Butler Medical Transport through providing supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately, call center volume is managed appropriately, and requests for transport are dispatched accurately and effectively to ensure customer success. Butler Medical Transport's call volume consists of an average of 300 inbound phone calls daily and 150 transports per day. The CSC – CSS’s schedule is Monday through Friday 1400 – 2200.  

Minimum Qualifications:

  • High School Diploma or GED equivalent, associate degree in business administration, statistics, or training and development preferred
  • Ability to pass a pre-employment background check and motor vehicle record check
  • Ability to pass a pre-employment and all subsequent random or for cause drug screens
  • Ability to both follow and provide written and oral instructions in English
  • Excellent written and verbal and communication skills
  • Must be available for recall in times of crisis or when needed due to staffing issues
  • EMTB or higher EMS provider a plus
  • Two years of experience working in a call center – equivalent experience in process improvement roles will be considered
  • One year of supervisory experience

  • Proven experience in a customer service process development role ensuring the highest level of customer service is provided (call center or healthcare environment preferred)
  • Excellent interpersonal and communication skills
  • Experience evaluating processes and mapping solutions to ensure the highest level of customer success.
  • Ability to ensure all agents understand and comply with all call center objectives, performance standards, and policies and able to answer agent questions regarding best practices or difficult calls.
  • Experience monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Able to prepare reports in Excel and analyze data to assist management as they determine call center goals.
  • Experience working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Sound judgment and critical thinking
  • Other duties as assigned