Manager Customer Service

ATLANTICARE

_____________________________________________ROLE DESCRIPTION

 

TITLE:  Manager of Customer Service

 

JOB CODE: 3367

 

EXEMPT:   X

NON-EXEMPT:

DATE: 8/25/2024

REVISED:

 

 

POSITION SUMMARY

 

The Manager of Customer Service must possess a strong technical background complemented by extensive customer service experience.  A problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.

The primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.

 

The Manager of Customer Service is expected to not only be proficient in technical matters but also possesses excellent communication skills and the ability to collaborate with different stakeholders. Dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organizational objectives.

 

This position requires on-call responsibilities and on-site responsibilities.

 

QUALIFICATIONS

EDUCATION: Bachelor’s Degree Required. In lieu of Bachelor’s degree, additional four years of experience required.

LICENSE/CERTIFICATION: Valid Driver’s License

EXPERIENCE: 

• Minimum 3 years of experience (In lieu of Bachelor’s Degree, a total of 7 years of experience required)
• Solid technical background with hands-on experience.
• Proficient in customer service software and ITSM methodologies.
• Strong client facing and communication skills.
• Previous management experience preferred.
• Excellent written and oral communication skills required.

 

 

PERFORMANCE EXPECTATIONS

 

• Develop and implement strategies to enhance the customer service experience, fostering customer engagement and organic growth.

 

• Take ownership of customer issues and ensure they are resolved promptly and effectively.

 

• Recruit, mentor, and develop customer service agents, creating an environment that encourages excellence and empowerment.

 

• Establish and maintain customer service procedures, policies, and standards.

 

• Analyze customer service statistics and compile accurate reports to monitor and improve performance.

 

• Control resources and utilize assets efficiently to meet qualitative and quantitative targets.

 

• Stay updated on industry developments and apply best practices to improve service quality.

 

• Adhere to and manage the approved budget for the customer service department.

 

• Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

 

• Maximizes customer operational performance by providing help desk resources and technical advice.

 

• Audits customer service procedures and trends and determines system improvements.

 

• Performs other duties as assigned.

 

• Embodies and promotes AtlantiCare values.

 

• Adheres to AtlantiCare policies and procedures.

 

WORK ENVIRONMENT

Potential for exposure to the hazards and risk of the hospital environment on an occa