Customer Support Manager

4 weeks ago

Irving, Texas, United States McKesson Full time
Job Title: Customer Support Manager

McKesson is seeking a highly skilled Customer Support Manager to oversee the Macro Helix support staff and ensure prompt customer response and resolution time with a focus on quality of service, team cohesion, and high employee engagement.

Key Responsibilities:
  • Responsible for delivery of High Touch Customer Service to Macro Helix customers and acts as point-of-contact for escalated issues to ensure appropriate response and focus of the support team.
  • Conducts regular 1:1 and team meetings to evaluate individual and team performance.
  • Facilitates development of proficiency in both technical skills and general customer service skills.
  • Reviews and recommends changes to policies affecting his/her team.
  • Tracks, monitors and regularly reports on team's operations, and closely manages key customer accounts to develop paths to issue resolution.
  • Motivates his/her team and provides coaching and direct feedback on a regular basis.
  • Leverages company's and departments tools to reward employees.
  • Monitor incoming and existing workloads to ensure customer technical support agents are following the expected Service level goals.
  • Achieve and maintain targeted team statistics along with other established goals.
  • Ensures Customer Sat target indicators are achieved.
  • Establishes staff schedules for workload coverage and individual or group training sessions.
Requirements:
  • Degree or equivalent experience.
  • Typically requires 6 + years of professional experience and 0 -2 years of supervisory experience.
  • 6+ years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience.
  • Fundamental knowledge of 340B.
  • Intermediate to advanced experience with Microsoft Excel and Power Point as well as prior reporting experience.
  • Ability to tailor communication to ensure optimum results.
  • Demonstrate ability to change thinking of or gain acceptance from others in sensitive situations without damage to the relationship.
  • Strong analytical ability.
  • Able to effectively present and discuss new ideas or projects to improve team or department performance with peers and upper management and drive their implementation.
  • Must exhibit effective customer service attitude, ability to lead a team in resolving difficult customer situations.
  • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
Additional Knowledge & Skills:
  • 3 plus years of mid-level management experience in a technical support environment is highly preferred.
  • Must be authorized to work in the US. Sponsorship is not available for this position.

McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

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