Customer Care Manager

We are looking for a proactive and results-oriented Customer Care Manager to oversee and enhance the customer service experience. This role focuses on optimizing processes, handling escalations, and driving customer satisfaction. The ideal candidate will be a strategic thinker, managing key account relationships and service levels at healthcare customers.

Key Responsibilities

Customer Experience Oversight:

• Managing all facets of the business relationship, financial, operational, product and inventory, delivery, facility care, and with all appropriate lines of communication.
• Managing and owning proper follow-up and response with current and potential customers. Act as the point of contact for escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Oversee the onboarding process of all new healthcare installations. Analyze customer feedback and identify opportunities to enhance the overall experience.
• Managing, forecasting, and pursuing potential growth opportunities.

Operational Excellence:

• Monitor customer service metrics (e.g., response times, satisfaction scores, contract renewals, accounts receivable) and recommend improvements.
• Develop and refine customer service policies, procedures, and standards.
• Work closely with multiple departments to ensure alignment with organizational goals and service standards.

Process Improvement:

• Stay updated on industry's best practices and trends to continuously improve customer care strategies.

Reporting and Analysis:

• Prepare detailed reports on customer service performance and present findings to leadership.
• Use data insights to develop actionable recommendations for improving customer satisfaction and loyalty.

Qualifications and Skills

Education:

• Bachelor's degree in Business Administration, Communications, or a related field is preferred, but not required.

Experience:

• 5+ years of experience in customer service or customer care roles.
• Proven expertise in managing escalations and driving process improvements.

Skills:

• Strong problem-solving and critical-thinking abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer relationship management (CRM) software and data analysis tools.
• Ability to work cross-functionally and influence without direct authority.

Personal Attributes:

• Regular attendance required
• Customer-focused mindset with a drive for excellence
• Self-starter with the ability to work independently and prioritize tasks
• Adaptable and solution-oriented in a fast-paced environment
• Clean Driving record with a valid driver's license
• Willingness to travel to customer accounts on a daily basis

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Attachment A

Customer Relations Specialist

Physical Job Functions:

• Use standard office equipment
• Ability to stand, bend, stoop as necessary
• Occasionally lift office supplies and products up to 30 pounds
• Requires physical ability to file-open drawers/close drawers, move files and boxes of product
• Specific vision abilities required by this job include close vision and ability to adjust focus to read small print, numbers, etc.
• While performing duties employee will be regularly required to talk and hear

Critical Physical Demands:

Sitting:

Frequently in vehicle driving to appointments and at desk to type and complete paperwork.

Walking:

Occasionally to execute routine office functions such as moving between office equipment and filing locations and to execute face to face communications with employees.

Bending:

Frequently for filing, copying, and general office functions.

Trunk Rotation:

Occasionally for filing, copying, and general office duties.

Squatting/Crouching:

Occasionally, to pick up, sort, retrieve and place paperwork in proper filing area.

Grasping/Pinching/Wrist Turning:

Frequently, to handle paperwork, filing duties, and moving boxes of product

Finger Manipulation:

Occasionally to handle paperwork, filing duties, and moving boxes of product

Lifting/Carrying:

Occasionally, up to 30 pounds to load presentation materials or orientation materials and take items to and from

Locations.

Use of Feet:

Frequently, to operate brake and gas pedals on vehicle and walking throughout the

day to and from vehicle to visit accounts and prospects.