Customer Service Manager

Essential Job Functions:

Manages day-to-day operation of Customer Service Team to ensure all areas are complying with current standard operating procedures, and best practices, and are meeting customer demands and financial objectives.
Reviews reports and other information to make educated decisions regarding staffing, workload, use of contracted answering service, time to answer calls, efficiency and accuracy of order entry.
Pulls the required performance management tracking reports to measure actual service delivery to the stated business objectives with the goal of continuous improvement.
Facilitates staff meetings at appropriate intervals with department representatives to share reports, best practices, complaints, and findings to achieve improved performance through team collaboration.
Manages staff timecards and attendance.
Ensure that all required training is identified for and completed by all direct reports.
Assists with overtime management of field staff.
Answers multi-line telephone promptly and courteously; actively listens and builds rapport with employees and customers.
Quickly understands and analyzes customer needs to resolve or escalate to the appropriate party.
Responsible for general order intake process; accurate/efficient data entry into dispatch database system.
Monitors dashboard for count down times and customer online requests; dispatches accordingly.
Maintains knowledge regarding product details and descriptions to be able to assist customers with equipment options; properly adjusts accounts for accurate patient data.
Works in conjunction with multiple parties to resolve issues; collects, analyzes, and resolves customer concerns.
Facilitates daily calls with operations staff to ensure efficient operations.
Audits start and end times via fleet tracking system and timecard reconciliation and monitors locations of team members.
Coordinates with customers and/or Service Techs to ensure that deliveries and pick-ups are made on time utilizing resources efficiently and tickets are accurate and completed on time.
Ensure that confidential information is secure and managed in accordance with all regulations and internal procedures (i.e. HIPAA)
Maintains databases with various customer, facility and employee information as required.
Monitors inventory in warehouses.
Operates standard office equipment including computer, multi-line telephone and copier.
Runs, processes, and analyzes reports as needed.
Completes all required training; stays current with changes to products, procedures and systems.
Contributes ideas and recommendations for improvements; remains open to feedback and is willing to learn and change processes as well as behaviors, if needed.
Additional duties as assigned.

Qualifications:

Positive and pleasant demeanor; respectful and professional behavior.
Associate’s Degree; Bachelor’s Degree preferred.
2-3 years’ experience working within Call Center or Customer Service Team.
1-3 years of direct supervisory/management experience in service oriented or call center environment preferred.
Demonstrated aptitude for problem-solving; ability to determine solutions for internal and external customers using a consultative approach.
Highly organized with strong project management, time management and multi-tasking skills required.
Ability to work independently and meet deadlines.
Ability to maintain high quality standards.
Must have initiative to do necessary follow up, fact find and strive to resolve issues in a timely manner.
Ability to work both independently and as a team.
Exceptional written and verbal communication skills including proper grammar and telephone etiquette.
Must possess ability to deal with challenges cheerfully, tactfully and professionally with both internal and external customers.
Demonstrated problem-solving ability with strong organizational & time management skills.
Proficient with Microsoft Office products.
Ability to work within and between multiple systems at one time, utilizing multiple computer screens.
Detail oriented and accurate.
Must be able to work flexible schedule with fluctuating start and end times and be on call rotationally on weekends and evenings.
Prolonged sitting and repetitive motions performed.