Supv, Customer Care - Batesville, IN

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your Role at Baxter!

Are you motivated by our mission of saving and sustaining lives? This role provides direct supervision, leadership, mentoring, and daily direction for a staff of Technical Support Specialists in a call center environment. The Customer Support Supervisor requires overall responsibility for training and performance in the areas of safety, customer happiness, continuous improvement, achievement of key performance metrics, and following all SOPs and work instructions for a technical and customer service-focused team.

Additionally, this role works closely with the Sales and Field Service Teams while supporting the Customer Support Manager.

Your Team

This role will sit onsite in Batesville, IN. This full-time position consists of working Monday - Friday, with the shift beginning at 8:30 AM.

This position is needed to supervise employees in a 24/7 contact center. This position will allow for adequate support within the contact center.

What You'll Be Doing

The Customer Support Supervisor leads all aspects of the team in a call center environment in which they will be responsible for the overall direction, coordination, and evaluation of employees. This individual will carry out supervisory responsibilities by the organization’s policies and applicable laws. Responsibilities include:

• Providing leadership, coaching, and daily direction to your team.
• Implementing change initiatives.
• Continuously identify areas of improvement in operations and eliminate waste in processes where it exists.
• Maintaining technical product knowledge to keep tabs on updates and changes by continued product training to accurately handle customer troubleshooting calls and provide queue support when needed.
• Identifying and providing year-round technical and procedural training.
• Leading technical information database for departmental use.
• Performing monthly quality phone monitoring.
• Processing priority complaints, investigations, and critical issues in a timely manner.
• Interviewing, hiring, and training employees.
• Planning, assigning, and advising work.
• Performance management, rewarding and disciplining employees.
• Addressing complaints and resolving problems.

What You'll Bring

• Associate’s degree or sufficient post-high school education or experience in a related field required. Bachelor’s degree preferred.
• 7+ years of customer service experience with a minimum of 5 years technical or help desk experience required.
• 1+ year previous supervisory or team leadership experience required.
• Proficient in technology, especially computers, and software applications.
• Capability of being flexible with work schedule.
• Excellent written and verbal communication skills.

Physical Requirements:

NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is driven that the physical requirement is a crucial job function, and the applicant is unable to perform such function with or without reasonable accommodation.

• Occasionally stand/walk, reach/work above shoulders, use a telephone, sort/file paperwork, lift/carry/push/pull objects that weigh up to 10 pounds.
• Adherence to appropriate PPE and safety gear requirements as vital in working environment.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $56,000 to $77,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

EEO is the Law 
EEO is the law - Poster Supplement
Pay Transparency Policy

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.