Implementation Supervisor

Implementation Supervisor

M1

Summary/Objective

The Setup Supervisor is responsible for managing the team responsible for setting up new clients, providing onboarding support, new client training and follow up to clients. The Implementation Supervisor will address any questions or concerns new and existing customers or sales reps might have regarding our services during the setup process. The Implementation Supervisor will handle all questions and concerns in a professional and timely manner to ensure customer satisfaction and long-term client success.

Core Job Duties

• Supervises others

• Coordinate employee disciplinary actions, performance management processes, employee relations issues, and conflicts

• Provide customer service and technical support to clients

• Set up and implement new Background check accounts. Establishing the integration between all platforms and ensuring that the client has the correct package configuration prior to their first order.

• Ensure that at least 80% of new clients schedule and receive new client training

• Setup new accounts within 24 hours from the completion of sales documents

• Ensure that new clients are onboarded in the same manner every time

• Monitor new clients to ensure they are actively ordering

• Monitor existing client activity and proactively reach out on a regular basis to ensure continued use and satisfaction

• Ongoing staff training to ensure competency and professionalism

• Follow outlined onboarding process for the first 90 days of service

• Respond immediately to new client setups once all setup materials are received

• Use assigned tracking software to move new clients through the setup process

• Always offer training to new clients and existing clients

• Respond to and complete all new client setup tasks for new clients

• Monitor client activity on a monthly basis and proactively reach out on an ongoing and as-needed basis

• Attend all scheduled or impromptu meetings

• Report on individual and department metrics

Job Complexity

Works on issues of limited scope. Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

Supervision

Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally supervises semi-skilled employees (e.g., production, customer support, clerical).

Experience

• 1-2 Years relevant experience required

• 3-5 Years relevant experience in Background / Drug Screening industry preferred.

• Working knowledge of any CRM preferred.

• Background/Drug Screening experience preferred.

• Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience; may not require prior management experience.

Scope

Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

Discretion

Erroneous decisions or failure to achieve results may cause delays in schedules.

Minimum Qualifications

• High school diploma, or equivalent

• Ability to complete milestones and work toward multiple deadlines simultaneously

• Assist in managing escalated issues; while keeping the manager informed throughout entire process

• Attention to Detail

• Build strong customer relationships

• Excellent Written and Verbal Communication Skills

• Problem Solving

• Experience managing projects

Physical Demands

Must be able to remain in a stationary position for prolonged periods of time while maintaining concentration and accuracy in data entry. Ability to work under a moderate stress level consistently.

Travel Required

Up to 15% travel.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Non-exempt

Location

Any, approved US states only.

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