Objective/Scope:
The Manager of Customer Relations plays a key role in ensuring the de-escalation, ongoing satisfaction and resolution of AvaSure customer issues. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity.
Job Functions
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
- Interface with leadership to develop cross-functional initiatives.
- Coordinate communication from AvaSure Leadership to Customer Relations/Support Team Representatives.
- Develop and implement troubleshooting processes and procedures for the Customer Relations/Technical Support Team.
- Coordinate the Development and Implementation of training programs for the Customer Relations/Technical Support Team Representatives.
- Develop metrics of success and customer feedback tracking for customer interactions with the Customer Relations/Technical Support Team.
- Develop and coordinate processes, procedures, and documentation for customer facing communications and correspondence.
- Support development of internal documentation including processes and procedures for data integrity.
- Establish, lead, and develop resource plans to support customer and Customer Relations. Technical Support team needs.
Competencies
- Excellent communication and organizational skills.
- Comfort with engaging internal and external customers in a consultative manner.
- Ability to create and maintain positive customer relationships.
- Strategic thinking and implementation.
- Organizational Skills.
- Ethical Conduct.
- Leadership.
Supervisory Requirements
- Manage Customer Relations/Support Representatives.
- Develop role and responsibilities for Customer Relations team.
Education and Experience
- BA/ BS degree required.
- Minimum 5 years relevant work experience in services delivery, project management, and or management.
- Experience in the health care or medical industry interacting with customer ‘C’ level management.
- Excellent communication skills, including issue tracking and crisis management.
- Working knowledge of IT implementations.
- Effectively communicate technical information to non-technical audiences.
- Strong presentation and relationship management skills.
- Good working knowledge of MS- Office and Reporting tools.
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
- Ability to navigate complexity and create collaborative, cross-functional solutions.
- Ability of working in a multi-functional organization.
Benefits
- 401(k) with 4% company match.
- Dental insurance.
- Health insurance.
- Vision insurance.
- Life insurance.
- Disability insurance.
- Paid time off.
- Parental leave.
- Professional development assistance.
- Referral program.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Changes may be temporary or permanent.
