Customer Service Supervisor

Guidehouse

Supervising daily operations of the customer service team at Guidehouse. Collaborating with management to enhance team performance and resolve customer escalations.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $59,000 - $98,000 per yearWebsite

About the role

Key responsibilities & impact

Directly supervise daily and weekly goals as assigned by the manager.
Monitor staff-level trends and provide feedback to the Customer Service Manager.
Monitor staff time and attendance.
Provide monthly staff performance reviews.
Build and manage staff performance improvement plans.
Assist in dialer configuration logic.
Alert the customer service analyst to real-time swings outside of acceptable variation.
Provide at-the-elbow support to all customer service representative staff.
Facilitate team huddles.
Review department call statistics and reports and discuss findings collectively and individually.
Review staff quality assurance findings and meet with staff to reinforce training.
Ensure department job aid, procedures and training materials are updated, where necessary.
Approve patient budget plans.
Resolve escalated patient complaints and return patient calls.
Facilitate resolution by referring the matter to the issue/content expert.
Communicate with other organizational departments to ensure proper handling of patient accounts.
Communicates unresolved issues to management timely and performs other duties as assigned by manager or director.
Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure

Requirements

What you’ll need

Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree)
Five years of prior relevant experience in Customer Service, Leadership, or Banking
Of the five years of relevant experience required, a minimum of two years must include people management experience

Benefits

Comp & perks

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

supervisionfeedbackperformance reviewsstaff managementproblem resolutioncommunicationteam facilitationtraining reinforcementorganizational skillsadaptability

Certifications

University Degree