Customer Experience Manager

6 days ago


Montgomery, Alabama, United States Global Medical Response Inc Full time

At Global Medical Response Inc, we are committed to delivering exceptional care to our patients and customers. We are seeking a skilled Customer Experience Manager - Regional Support to join our team.

About the Role:

The Customer Experience Manager will be responsible for directly investigating and coordinating communications on escalated customer complaints. This role requires resolving all complaints within established time frames while ensuring strict adherence to corporate compliance and federal HIPAA regulations.

Key Responsibilities:

  • Monitor team performance metrics such as average handling time, call quality, customer satisfaction scores, and adherence to schedules.
  • Hold individual coaching sessions with team members to discuss their performance, identify areas for improvement, and set goals.
  • Create a positive and motivating environment by recognizing top performers, celebrating achievements, and fostering teamwork.
  • Ensure that the team provides exceptional customer service by meeting or exceeding service level agreements (SLAs) for response times, resolution rates, and customer satisfaction.
  • Analyze performance data to identify trends, track progress towards goals, and make data-driven decisions for process improvement.

Qualifications:

This role requires a High School Diploma or GED, with an Associates or Bachelor Degree preferred. Lead or Quality Assurance experience is also preferred. The ideal candidate should have healthcare experience and be able to deal with complex problems involving a broad scope of issues while under pressure.

Benefits:

As a valued member of our team, you will enjoy a competitive salary of approximately $65,000 per year, based on the location and industry standards. Our company values patient care, teamwork, innovation, vigilance, ownership, and citizenship, and we strive to create a positive work environment that supports these guiding principles.

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for career growth and professional development
  • A comprehensive benefits package, including medical, dental, and vision coverage
  • A 401(k) retirement plan with company match


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