Manager, Customer Service

3 weeks ago

Washington, United States Association for Diagnostics & Laboratory Medicine Full time

Responsibilities

Include: Developing and integrating ADLM and departmental policies and business rules with customer service functions. Managing customer service functions for all ADLM departments. Providing superb customer service to members and non-members. Identifying critical success factors and measures conformance with established quality standards. Documenting work processes and initiating efforts to streamline and improve them. Overseeing workflow to ensure accurate and timely handling of customer service inquiries and orders. Maintaining automated call distribution system (ACD) and configuring the system to automatically distribute calls uniformly among customer service representatives. Establishing documentation and procedures to ensure effective Customer Service cross-training and succession planning. Collaborating with IT staff to test new and modified systems, ensuring proper confluence of business rules, process, and user experiences. Adheres to the established IT project management framework. Proactively monitoring quality-related issues and empowering association staff to resolve them when appropriate. Supervising customer service team. Cross training team members to help mitigate single points of failure. Developing and implementing a quality assurance program to monitor performance of customer service representatives. Developing and maintaining customized reports to monitor ACD data, volume of work, turn-around-time, backorders, and other aspects of order processing. Actively investigating customer, staff, and vendor complaints and exercising judgment in resolving issues. Overseeing complaint management system. Collecting and analyzing customer satisfaction data and distributes results to appropriate staff. Interacting with all ADLM staff to facilitate positive productive working relationships. Satisfactorily complies with Association policies and procedures. As required, traveling to and attending annual meeting.

Qualifications:

Bachelor’s degree in business or other related field or additional work experience in lieu of degree. Five plus years of experience working in a trade/professional association supervising the customer service department. Previous experience managing the registration process for a large conference or meeting. Experience working with Association Management Software; Aptify preferred. Knowledge of automated call distribution systems.

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