Client Services Manager

Job Description

Description:

JOB SUMMARY

The Client Services Manager supervises the client service representatives and monitors their performance in providing excellent service and support to the customer. Manage the client service call center schedule, implement, and analyze quality/loyalty measurements, provide ongoing training for new and seasoned employees, and handle service issues beyond representative capability.

Responsibilities:

Create and manage a world-class client service organization that exceeds customer expectations.

Evaluate representative performance and provide feedback.

Recruit, hire and train new client service representatives.

Design and implement client service policies, procedures, goals, and metrics.

Ensure appropriate clinical, IT and customer service training to meet customer and company support expectations.

Research and implement strategies to further improve the customer experience.

Intake and review customer feedback and complaints.

Train representatives to anticipate and resolve customer service issues.

Record, organize, and file customer interactions and profile/account changes accurately.

Create call escalation process and handle “overflow” call volume as needed.

Manage budget and expenses.

Address and resolve team and customer conflicts.

Measure, analyze, and share customer service quality performance, trending issues, and any other relevant data on a regular basis.

Education & BASIC QUALIFICATIONS

Bachelor’s degree in Business Administration or related discipline commensurate experience in a client/customer service management setting.

Minimum 10 years of client/customer service call center experience.

Minimum 7 years leading a team to achieve defined customer service outcomes.

Proven ability to analyze, develop, and track metrics to drive continuous improvement.

Experience in training, management, and systems skills to ensure a high-level of uniform performance across the client/customer service team.

PREFERRED QUALIFICATIONS

Previous experience in orthodontic customer support or management.

Mac/PC skills, experience with dental software, call management software, Salesforce.com, ERP systems.Requirements:

JOB DUTIES & REQUIREMENTS

Excellent verbal and written communications skills to customers, employees, and management to convey culture, values, strategies, and solutions.

Advanced skills in Microsoft Suite products.

Able to multitask, prioritize, and manage time efficiently.

Able to respond quickly to customer issues with empathy and professionalism.

Ability to create a customer-focused, results oriented culture with high issue resolution and customer satisfaction skills.

Self-motivated and self-directed.

Experience with creating and adhering to budgets.

Comfortable in both a leadership and team-player role.

Excellent at communicating over the phone and handling phone systems.