Natera is hiring a Supv, Customer Experience

Natera, a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health, is hiring a Customer Experience Supervisor. You will supervise up to three tiers of Customer Experience team members, developing the Customer Care Center to meet, maintain, and exceed standards in productivity, quality, and accuracy while promoting a positive teamwork environment. This role also serves as the 3rd level escalation for issues and escalated calls.

What You'll Do

• Provide daily direction to Customer Care Center agents and monitor productivity and service levels to meet KPIs.
• Perform random quality checks for all agents to maintain the highest standards of accuracy and quality.
• Provide real-time and continual feedback and training on processes, accuracy, and professionalism.
• Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, teamwork, and morale.
• Provide bi-weekly performance metrics, feedback, and coaching for all agents and administer progressive discipline as required.
• Follow protocol on how to deliver feedback to agents.
• Be available in real time for agents experiencing work or personal issues, providing appropriate coaching, counseling, direction, and resolution.
• Own and support delegated daily monitoring assignments.
• Ensure employees have appropriate training and resources to perform all duties.
• Assist the Manager of Customer Experience with daily operations, including development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs.
• Interview and train employees.
• Conduct performance appraisals.
• Perform special project tasks and assist the team as needed.
• Use good judgment in communication regarding department and/or employee concerns.
• Work with Protected Health Information (PHI) in both paper and electronic form and access various technologies to perform the job.
• Maintain working knowledge of HIPAA policy and procedures and comply with Natera policies in handling patient privacy.
• Maintain a current status on Natera training requirements.

What We're Looking For

• Bachelor’s degree or equivalent.
• Minimum of 3 years customer service experience.
• Minimum of 1 year of experience in a leadership role.
• Ability to perform the entire range of Customer Experience duties and processes.
• Excellence in de-escalating customer behavior.
• Root cause analysis and problem-solving skills.
• Adaptability to change and self-starter mentality.
• Ability to promote a positive team environment.
• Ability to deliver training, mentoring, and constructive feedback in a professional manner.
• Ability to de-escalate and resolve negative personnel interactions.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, oral, and written language applications.
• Intermediate knowledge in Microsoft Office apps and typing with excellence in spelling and grammar.
• Excellence in attention to detail and organization skills.
• Ability to maintain professionalism during highly escalated situations.

Nice to Have

• Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM.
• Strong problem analysis and problem-solving skills.
• Experience with data collection and maintenance.
• Bi-lingual skills are a plus.

Technical Stack

• Desk.com, LIMS, efax, secure email, Great Plains OM, Microsoft Office

Team & Environment

Supervises up to three tiers of Customer Experience team members and reports to the Manager of Customer Experience.

Benefits & Compensation

• Compensation range: $68,200 - $82,000 USD.
• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Natera employees and their immediate families receive free testing.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.

Work Mode

This is a remote position open to candidates across the USA.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives.