Customer Service Support Manager

4 weeks ago

Cary, United States Comrise Full time

Overview

Specific Requirements:

  • Provide an exceptional customer experience to Share360 customers in hospitals, trauma centers, emergency departments, stroke centers, pediatric hospitals, and outpatient centers.
  • This individual will coordinate the resources and activities within the service organization to ensure the customer experiences the full benefit of products and services available to them while reducing potential conflicts of the collaboration activities.
  • Act as the primary point of contact for select customers engaging in formal collaboration activities with company Healthineers to respond to/facilitate customer needs to the appropriate department or resource within company Healthineers.
  • Support internal and external customers by providing information, while giving efficient and courteous service, participating in investigating and resolving semi-complex problems and supporting order tracking, dispatching and scheduling


Responsibilities:

• Act as a single point of contact and provide immediate over the phone support for Share360 Customers and in-house engineering partners.

• Responds to inbound and outbound requests involving products and/or services.

• Professionally investigates and resolves customer concerns.

• Responsible for customer satisfaction by demonstrating proactive attitude and actions to expedite service requests, creating an ownership culture by following through on the customer’s issues until completely resolved.

• Work closely with cross-functional teams to ensure the customer experience is flawless

• Facilitate cross-functional awareness between internal stakeholders to minimize unintended conflicts or negative impacts on customer onboarding, operations or research.

• Ability to compile and present monthly reporting of problems, utilization, service history, and updates/maintenance to demonstrate value of service.

• Provide general technical support for functional issues with the eVO tablet and mButler software.

• Manage competing priorities.

• Appropriately discusses and promotes company services and products based on customer needs.

• Consistently maintains a positive attitude.


Required Knowledge/Skills, Education, and Experience:

• 2-5 years of experience in customer related role

• Excellent presentation and communication skills along with effective problem solving skills and ability to work collaboratively in a team environment required.

• Customer oriented and highly motivated team player with the ability to analyze complex problems and the ability to identify priorities and derive/decide the necessary action plans.

• Ability to multi-task and prioritize based on impact and criticality of customer issue.

• Must be knowledgeable of internal service processes and operations.

• Must have excellent organizational skills with an ability to prioritize tasks and efficiently manage time.

• Resourceful, analytical and adept at making decisions and multi-tasking during fast-paced and stressful situations

.• Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.

• Demonstrated skills in managing customer relationships

• Confident working in cross-functional teams

• Experience using analytical tools such as Excel to develop reports.

• Project management skills.


Preferred Knowledge/Skills, Education, and Experience:

• Experience in a high volume customer service environment, as well as in a technical support center operations experience preferred.

• Proficient hands-on knowledge of SAP preferred.

• Knowledge of company Healthineers service operations is beneficial.

• BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.


Key Working Relationships:

Primarily intra-organizational contacts and external contacts. Provide general guidance or train support and/or professional staff.

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