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"Improving the lives of those with chronic care diseases while providing solutions to our customers."
Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

• PLEASE NOTE THIS IS AN IN-PERSON ROLE**

Who We Are
SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.

What We're Looking For
The
Manager, Call Center Operations
will be responsible for launching and managing SuperCare Health's Call Center hub in the Salt Lake City area. This individual will play a key role in establishing a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. The Call Center Manager will ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals.

What You'll Do
Leadership & Team Management

• Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub.
• Recruit, hire, and onboard new staff to support the rapid growth of the Utah market.
• Provide coaching, mentoring, and performance management to ensure team success.
• Foster a culture of accountability, collaboration, and service excellence.

Training & Development

• Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources.
• Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately.
• Promote continuous learning to enhance call quality, compliance, and efficiency.

Operations & Performance Management

• Establish and implement call center processes, workflows, and best practices.
• Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics.
• Develop strategies to improve operational performance and deliver measurable results.
• Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences.

Strategic Impact

• Serve as the primary leader establishing SuperCare Health's call center presence in Utah.
• Partner with senior leadership to align the call center's goals with overall business objectives.
• Act as a change agent to support growth, scalability, and excellence in patient care delivery.

This role may be a fit for you if you have…

• A Bachelor's degree in Business, Healthcare Administration, or related field preferred.
• Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries.
• Proven track record of managing large teams (30+ employees) in a high-volume call center environment.
• Strong understanding of call center operations, metrics, and workforce management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, growth-oriented environment.
• Demonstrated ability to recruit, build, and retain high-performing teams.
• Proficiency with call center technology platforms and reporting tools.

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests
What SuperCare Health Is About
"SuperCare Health is a comprehensive, post- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.
Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.
Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.
We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.``
Connect With Us
Company Website

Company Business Hours - 8:30 AM – 5:30 PM PST

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Araceli Richardson - Jr. Recruiter LinkedIn

• Develop and maintain strong, long-lasting relationships with assigned hospitality clients.
• Onboard new clients, ensuring a smooth and successful implementation of our solutions.
• Proactively engage with clients to understand their needs, challenges, and objectives.
• Provide expert guidance on how to best utilize our platform to achieve their business goals.
• Monitor client usage and health, identifying at-risk accounts and implementing retention strategies.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and identify opportunities for growth.
• Act as the voice of the customer internally, providing feedback to product and sales teams.
• Troubleshoot and resolve client issues, escalating complex problems when necessary.
• Identify opportunities for upsell and cross-sell within existing client accounts.
• Develop and share best practices and success stories with the client base.
• Track key customer success metrics, such as retention rates, churn, and expansion revenue.
• Stay informed about industry trends and best practices in hospitality and customer success.
• Collaborate with sales and marketing teams to ensure a seamless customer journey.
• Organize and conduct training sessions for clients on platform features and updates.
• Drive adoption and engagement with new features and services.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within the hospitality or tourism industry.
• Excellent communication, interpersonal, and presentation skills.
• Demonstrated ability to build rapport and trust with clients.
• Strong understanding of the hospitality and tourism sector.
• Experience with CRM software and customer success platforms.
• Ability to manage multiple priorities and work independently in a remote setting.
• Proactive, results-oriented, and passionate about customer satisfaction.
• Familiarity with SaaS products and their implementation is a plus.
• Must be fluent in English and possess strong written communication skills.

• Designing and implementing customer experience strategies tailored to the hospitality industry.
• Overseeing the customer support function, ensuring prompt and effective resolution of guest inquiries and issues.
• Developing and managing online reputation management efforts, monitoring reviews, and responding appropriately.
• Creating and delivering training programs for remote customer service staff on service standards and best practices.
• Analyzing customer feedback data (surveys, reviews, social media) to identify areas for improvement.
• Collaborating with marketing and operations teams to ensure a consistent and exceptional brand experience.
• Developing and implementing loyalty programs and initiatives to foster repeat business.
• Managing customer service platforms and tools to optimize efficiency.
• Troubleshooting and resolving complex customer complaints with empathy and professionalism.
• Staying updated on industry trends and best practices in customer experience management within hospitality.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of experience in customer experience, guest relations, or customer service management, preferably within the hospitality industry.
• Demonstrated success in developing and implementing customer experience strategies.
• Excellent understanding of customer service principles and techniques.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM software and customer service platforms.
• Proven leadership skills, with experience managing remote teams being a significant advantage.
• Ability to maintain a positive and professional demeanor in a remote work environment.
• A genuine passion for service and creating memorable guest experiences.

• Develop and execute a comprehensive customer experience strategy across all touchpoints of the guest journey, ensuring consistency and excellence in service delivery.
• Champion a customer-centric culture throughout the organization, inspiring teams to prioritize guest satisfaction and anticipate needs.
• Design and implement frameworks for service standards, training programs, and performance metrics to ensure high-quality service delivery.
• Analyze customer feedback, reviews, and survey data to identify areas of improvement and implement corrective actions.
• Oversee the management of customer relationship management (CRM) systems and leverage data analytics to gain insights into guest behavior and preferences.
• Lead and mentor a distributed team of customer service professionals, fostering a collaborative and high-performing remote work environment.
• Develop and manage the customer experience budget, ensuring effective allocation of resources to achieve strategic goals.
• Collaborate with marketing, operations, and technology teams to integrate customer experience initiatives with broader business strategies.
• Identify and implement innovative solutions and technologies to enhance the guest experience and streamline service operations.
• Serve as the primary point of contact for escalated customer issues, ensuring swift and satisfactory resolution.
• Monitor industry trends and best practices in customer experience management to maintain a competitive edge.
• Report on key customer experience metrics and insights to senior leadership, providing recommendations for continuous improvement.

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
• A minimum of 8 years of experience in customer experience management, preferably within the hospitality or tourism sector.
• Demonstrated success in developing and implementing customer-centric strategies that have improved guest satisfaction and loyalty.
• Proven ability to lead and motivate remote teams, fostering a strong sense of collaboration and accountability.
• Expertise in utilizing CRM systems and data analytics to drive customer insights and service improvements.
• Strong understanding of service design principles and best practices in customer journey mapping.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strategic thinker with a proactive and problem-solving mindset.
• Experience in budget management and financial oversight.
• Proficiency in relevant software and tools for customer feedback analysis and reporting.
• Adaptability and resilience in managing diverse customer needs and feedback in a global context.

• Develop and execute a comprehensive remote customer experience strategy aligned with the company's brand values and guest expectations.
• Analyze guest feedback data from various digital channels (surveys, social media, online reviews) to identify areas for improvement.
• Design and optimize digital touchpoints across the guest lifecycle, including booking, pre-arrival, in-stay, and post-stay communications.
• Implement and manage customer relationship management (CRM) systems to personalize guest interactions and track engagement.
• Collaborate with marketing, operations, and technology teams to ensure seamless integration of CX initiatives.
• Create compelling content and communication materials for digital platforms that enhance the guest experience.
• Lead and mentor a virtual team of CX specialists, providing guidance and fostering professional development.
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and guest retention rates.
• Research industry trends and emerging technologies to identify opportunities for innovation in remote hospitality CX.
• Develop and deliver training programs for remote staff on customer service best practices and digital engagement.
• Resolve complex guest issues escalated through remote channels, ensuring timely and satisfactory resolutions.
• Advocate for the guest experience across all levels of the organization.

• Bachelor's degree in Hospitality Management, Marketing, Business Administration, or a related field. MBA is a plus.
• Minimum of 8 years of experience in customer experience, marketing, or operations within the hospitality industry.
• Demonstrated success in developing and implementing impactful CX strategies, with a strong emphasis on digital and remote engagement.
• In-depth understanding of the hospitality guest journey and touchpoints.
• Proficiency with CRM software, customer feedback platforms, and data analytics tools.
• Excellent analytical, strategic thinking, and problem-solving skills.
• Exceptional communication, leadership, and interpersonal skills, with the ability to influence and collaborate effectively across a remote workforce.
• Experience managing and developing virtual teams.
• Creative mindset with a passion for delivering outstanding guest experiences.
• Familiarity with online travel agencies (OTAs) and digital booking platforms.

JOB SUMMARY

We are seeking a motivated and customer-oriented Counter Salesman to join our team in the automotive parts department. The ideal candidate will have prior experience in auto dealerships, with strong knowledge of spare parts and excellent customer service skills. This role involves attending to walk-in and telephone inquiries, identifying and selling the correct automotive parts, and supporting the parts department in achieving sales and service goals. The candidate should be capable of working in a fast-paced environment while maintaining accuracy and professionalism.

JOB QUALIFICATIONS

1. Must have experience working with branded automotive car dealerships (OEM or authorized dealers)
2. Minimum 2–3 years of experience in automotive parts sales or a similar role
3. Education: High school certificate / Intermediate level, Diploma in Automobile Engineering or related technical field
4. Candidates who have basic knowledge Arabic communication skills and have worked in the GCC or outside Kenya with dealers are at an advantage.
5. Strong customer service and interpersonal skills
6. Familiarity with automotive parts catalogs, inventory systems, and counter sales operations

JOB RESPONSIBILITIES:

• Attend to all customer enquiries, provide product and technical information and parts availability, estimates to satisfy customer needs, upselling and conclude sales in a profitable manner.
• Prepare parts counter for daily parts sales operations to receive customers, meet external and internal customers demand in line with AABC and Brands standards.
• Keep records of parts sales estimates and follow up of enquires.
• Attend to all telephonic enquires to support external enquires.
• Coordinate parts receipts, binning and stock updates and stores arrangements.
• Assist in annual inventory and perpetual inventory during stock count.
• Ensure Customer satisfaction and customer retention and data base and cash customer accounts management.
• Loss sales data input, new model parts enquiry information gathering and pass on to procurement for demand planning.