Technical Case Manager II
3 weeks ago
This position is responsible for acting as the primary customer service liaison between the customer and the company, leading all efforts required for the resolution of highly complex and escalated issues. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to de-escalate and resolve issues in a timely and professional manner.
Key Responsibilities
• Lead all activities to ensure the resolution of high-level and complex escalations, ensuring prompt attention to escalation requests and working closely with the customer, management, and other departments to troubleshoot and resolve issues.
• Analyze each issue and across multiple issues to identify root causes, recommend prevention/mitigation measures, propose process improvements, and create meaningful statistical reports for management.
• Lead special projects to improve support effectiveness and enhance the customer experience, mentoring and coaching other representatives and team members as needed.
Requirements
• Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
• Typically a Bachelor's Degree or global equivalent in a related discipline.
• Intermediate project management, time management, communication, decision-making, presentation, human relations, and organization skills, with strong telephone skills, demonstrated customer service skills, a positive attitude, and the ability to handle stress well.
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience. We believe in supportive, diverse, and inclusive work environments, professional development opportunities, and competitive compensation packages.
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