Manager, Customer Experience-ASC Claims
1 week ago
Leading the Claims team the Manager, Customer Experience-ASC Claims is responsible for managing a team of Service Account Managers, overseeing the relationships with service providers, and ensuring the efficient and effective management of service requests. Manager, Customer Experience-ASC Claims will play a critical role in driving operational excellence, optimizing customer satisfaction, and fostering collaboration within the team and across departments.
This position leads a team that reviews service requests, assists authorized services contractors (ASC), and provides claims related support. This position is not call center focused.
Key Responsibilities
Ensure team effectiveness by managing performance metrics, mentoring, and coaching team members, building skillsets, and partnering with internal and external customers to drive continual improvement.
Assure all service requests are completed accurately and within our SLA to support the relationship between Gilbarco Veeder-Root and our service providers.
Continuously evaluate the effectiveness and efficiency of operations and implement or propose optimization of current processes and/or procedures and serve as a point of escalation for service providers, internal, and external customers.
Lead the Service Account Manager team to drive account ownership and effectively manage the external customer relationships with all service providers.
Develop relationships with key customers.
Work closely with internal stakeholders to obtain approvals, review financial requests.
Regularly reevaluate account assignments to ensure account ownership is assigned based on the total workload, customer needs, and skillsets of the team.
Drive initiatives to pursue improvement projects to support our service provider relationships.
Background and Skill
Minimum of two years as a direct leader of people/managing a team of account managers with a bachelor's degree or six years of leadership experience without a degree
Ability to implement innovative account management strategies, avoiding traditional call center or insurance claims methodologies.
Skilled in conflict resolution, ensuring smooth interactions with Service Accounts and team members.
Strategic thinking capabilities for identifying and implementing process improvements.
Committed to elevating customer satisfaction and building strong relationships with service providers.
Resilient and adaptable in a fast-paced environment, balancing business and customer needs.
Experience driving initiatives to improve service provider relationships and enhance the overall customer experience.
This is a Remote position within the United States of America. Candidates that will be considered for this this position must be located within the United States of America, currently obtain US Citizenship, and do not have a future need for obtaining citizenship within the U.S.
Candidates for this position must be able to support Eastern Time Zone business hours.
The base compensation range for this position is $80,000 to $92,000 per year. Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days per year, 12 paid holidays per year.
The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
WHO WE ARE
The world depends on Gilbarco Veeder-Root products to stay moving. We are the worldwide technology leader for retail and commercial fueling operations. We continue to evolve as smart cities, urbanization, electrification of vehicles, and advanced vehicle diagnostics drive the industry forward. Offering the broadest range of innovative, integrated solutions in the industry, Gilbarco Veeder-Root has delivered value, built extraordinary teams, and earned customer trust for more than 150 years. To learn more about us visit: www.gilbarco.com .
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WHO IS VONTIER
Vontier (NYSE: VNT) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com .
"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."
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