Manager Customer Support (Wisconsin)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

 

Summary

As a Manager Customer Support at Gainwell Technologies, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

 

Your efforts will assist in the operations of a DHS State Waiver Program for Wisconsin. 

Your role in our mission

Essential Job Functions

• Oversees the day-to-day operations of the customer support center operations.
• Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
• Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
• Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.

 

What we're looking for

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management, computer science or related field preferred
• Nine or more years of customer service or other telephone operations experience
• Five or more years of leadership or supervisory experience
• Experience working with the company's products and systems
• Experience working with all customer support areas
• Experience working with fax machines, computer software, and telephone technology

Other Qualifications

• Strong business and analytical problem solving skills
• Strong communication skills
• Strong ability to multi-task and work independently

Work Environment

• Office environment

What you should expect in this role

• Remote work experience 
• Wisconsin resident is preferred

#LI-REMOTE

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The pay range for this position is $75,700.00 - $108,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

 

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

 

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientati