NeoGenomics Laboratories · 4 months ago
Client Services Supervisor
Fort Myers, FL
Full-time
Onsite
Entry, Mid Level
2+ years expNeoGenomics Laboratories is dedicated to improving patient care through exceptional work and is looking for a Client Services Supervisor to join their team. This role involves hiring, training, and supervising staff while ensuring client satisfaction and maintaining service levels across the department.
BiotechnologyGeneticsHealth CareHealth DiagnosticsMedicalPharmaceutical
Responsibilities
Must remain accessible, and is required to be in the Client Services Queue during working hours
Helps to build, promote, and develop a strong service culture and dedication to personalized service to ensure client satisfaction
In the absence of the Manager, performs necessary Manager functions
Supervises and monitors Advocate activities for proper workload management; includes timely incident, email, fax handling, and prioritization to meet customer expectations
Responsible for hiring, training, coaching, and supporting Advocates and Leads as they provide support for customers
Ensure employees are abiding by the Employee Handbook
Collaborates and aids the Workforce team as needed to ensure maximum adherence to schedules and assignments. Alters job assignments, breaks, and lunch schedules as necessary to maintain an efficient workflow to meet or exceed service levels
As needed, provides on-the-job training to employees on company and department policies, procedures, techniques, equipment, and systems (including new hire training and employee shadowing)
Monitor and evaluate individual performance, provide individual performance feedback, and complete individual mid-year and annual reviews for assigned personnel
Manages and approves Service Now tickets and ensures the team has necessary equipment
Leads weekly team huddles. This includes collaboration with management on which topics and educational opportunities should be addressed, training on new products, and setting department expectations as needed
Stays up to date on new test offerings and procedure changes
Provides suggestions for internal system and workflow improvements that increase efficiency and the quality of work performed within the department
Continually evaluates CS SharePoint, guides, and training presentation content to ensure it stays relevant and current
Supervises and maintains quality and productivity objectives along with other key indicators on a routine basis
Communicates daily production and quality performance trends to the CS Leadership team
Assist advocates with all escalated tasks, and identifies appropriate client issues for escalation to Management and Sales; Responsible for VOC Client Complaint call escalation, documentation, and resolution
Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues, and works to resolve issues with other departments
Escalates and problem-solves interdepartmental issues to maximize client satisfaction
Assists Leadership in leading and implementing process improvements within the department, implementing and meeting departmental goals
Assists with routine call auditing for training and quality purposes as needed
Other duties as assigned by the Manager of Client Services or Director of Marketing and Business Development
Qualification
Required
High School Diploma or equivalent education and experience required
2+ years of relevant experience required
Experience in leading or mentoring peers
Excellent typing and data entry skills
Proficient with MS Office programs and database management
Highly focused on service orientation
Ability to adapt to changing procedures, policies, and work environment based on the needs of the business
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
Ability to maintain composure and a positive attitude under pressure or while handling stressful situations
Strong organizational skills, attention to detail, and follow up skills
Ability to work independently and as a team player
Must be willing to work in a fast paced, multi-tasking environment and maintain production and quality standards
Ability to handle stressful situations and demonstrate a potential for strong problem solving skills
Preferred
Bachelor's degree preferred
Strong knowledge of NeoGenomics lab and commercial processes and testing preferred
Benefits
Highly competitive benefits with a variety of HMO and PPO options
Company 401k match
Employee Stock Purchase Program
Tuition reimbursement
Leadership development
16 days of paid time off plus holidays
Wellness courses
Highly engaged employee resource groups
Company
NeoGenomics Laboratories
NeoGenomics, Inc. is a premier cancer diagnostics company specializing in cancer genetics testing and oncology data solutions.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$925.9M2021-05-05Post Ipo Equity· $200M
2020-04-30Post Ipo Equity· $125.4M
2020-04-30Post Ipo Debt· $175M
Leadership Team
Ravi Ada
Chief Technology Officer, Informatics Division
George A. Cardoza
Chief Financial Officer
Recent News
2026-01-14
2026-01-13
2026-01-13
Company data provided by crunchbase