Manager, Area Customer Service

Where

Tempe, AZ

What you'll be doing

Ensures that customers receive the best possible service. Ensures that customer satisfaction is achieved through courteous and effective communication, problem solving, and efficient processes. Ensures that team members follow standard methods of dealing with customer service issues. Ensures compliance with all company policies and procedures. Assists with escalated customer service issues that cannot be addressed at the customer service representative level. Ensures that all complaints are resolved in a timely manner. Reviews trends for phone volume, staffing levels, customer satisfaction and revenue management to determine where process improvements may be made. Ensures that daily stats are achieved in customer service. Responsible for hiring, coaching, performance evaluation and disciplining of direct reports. Ensures that all customer service representatives receive the appropriate training. Provides one-on-one training to staff members when needed. Develops required corrective action to resolve disciplinary issues. Ensures that productivity standards are met. Ensures compliance with regulatory requirements impacting customer service function. Performs other related duties as directed by supervisor.

What your background should be

At least eight years related is required. Experience and understanding of customer care center administration, systems and reimbursement methodologies. Demonstrated success in customer and staff management. Strong operational, problem solving and managerial skills.

Required Schooling / Training

4-year college degree is required.

Who is the client company

Hospital & Healthcare service provider industry.

If you are interested in this position, send your resume to apply@kochdavis.com