Client Services Manager

Purpose of job:

The Client Services Manager supervises the client service representatives and advisor and monitors their performance in providing excellent service and support to the customer. Manage the call center schedule, implement, and analyze quality/loyalty measurements, provide ongoing training for new and current staff, for CS and other operational areas needing CBT assistance. Assist at work centers in production, and handle service issues beyond representative capability. Provide ongoing support for facility inventory needs, supporting purchase planning, purchasing, and inventory management as assigned.

Responsibilities:

· Create and manage a world-class client service organization that exceeds customer expectations.

· Evaluate representatives’ performance and provide feedback.

· Partner with HR on recruiting, hiring, and training of new client service representatives.

· Design and implement client service policies, procedures, goals, and metrics.

· Ensure appropriate clinical, IT and customer service training to meet customer and company support expectations.

· Research and implement strategies to further improve the customer experience.

· Intake and review customer feedback and complaints.

· Record, organize, and file customer interactions and profile/account changes accurately.

· Create call escalation process and handle “overflow” call volume.

· Manage budget and expenses.

· Measure, analyze, and share customer service quality performance, trending issues, and any other relevant data on a regular basis.

· Support ongoing training needs such as systems support, team member support as needed to ensure standards are met.

· Support ongoing inventory needs in analyzing levels and ordering, receiving, and put away participation.

Education and BASIC QUALIFICATIONS:

· Bachelor’s degree in Business Administration or related discipline in a Dental/Orthodontic client/customer service management setting

· Minimum 5 years of client/customer service environment.

· Minimum 4 years leading a team to achieve defined customer service outcomes.

· Proven ability to analyze, develop, and track metrics to drive continuous improvement.

· Experience in training, management, and systems skills to ensure a high-level of uniform performance across the client/customer service team.

· Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience.

· Experience mentoring and leading a team to achieve defined customer service outcomes.

· Excellent verbal and written communications skills to customers, employees, and management to convey culture, values, strategies, and solutions.

· Knowledge of Mac/PC skills and Microsoft Office products.

· Able to multitask, prioritize, and manage time efficiently.

· Able to respond quickly to customer/staff issues with empathy and professionalism.

· Ability to create a customer-focused, results oriented culture with high issue resolution and customer satisfaction skills.

· Self-motivated and self-directed.

· Experience with creating and adhering to budgets.

· Comfortable in both a leadership and team-player role.

· Excellent at communicating over the phone/email and handling phone systems.

· Previous support and leadership in inventory planning, purchasing and ongoing management.

PREFERRED QUALIFICATIONS

· Previous experience in orthodontic customer support or management.

· Experience with dental software & 3D Print software.

· Knowledge of Salesforce.com and ERP systems.

REQUIREMENTS

· Ability to sit or stand for extended periods of time.

· Ability to look at a computer screen for extended periods of time.

· Excellent manual dexterity and hand-eye coordination.

· Ability to use and clearly hear parties through telephone headsets.

This job description is not all inclusive. The employee in this position may be required to complete other miscellaneous responsibilities as required.

uLab Systems is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.