Manager of Customer Service - Information Technology

The Manager of Customer Service must possess a strong technical background complemented by extensive customer service experience. A problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.

The primary objective will be to ensure the provision of high-quality technical support that directly contributes to increased client satisfaction. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.

The Manager of Customer Service is expected to not only be proficient in technical matters but also possess excellent communication skills and the ability to collaborate with different stakeholders. Dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organizational objectives.

This position requires on-call responsibilities and on-site responsibilities.

QUALIFICATIONS

• EDUCATION: Bachelor's degree required. In lieu of a bachelor's degree, an additional four years of experience required.
• LICENSE/CERTIFICATION: Valid driver's license.
• EXPERIENCE: Minimum 3 years of experience (in lieu of a bachelor's degree, a total of 7 years of experience required). Solid technical background with hands-on experience. Proficient in customer service software and IT service management (ITSM) methodologies. Strong client-facing and communication skills. Management experience preferred. Excellent written and oral communication skills required.

PERFORMANCE EXPECTATIONS

• Develops and implements strategies to enhance the customer service experience, fostering customer engagement and organic growth.
• Takes ownership of customer issues and ensures they are resolved promptly and effectively.
• Recruits, mentors and develops customer service agents, creating an environment that encourages excellence and empowerment.
• Establishes and maintains customer service procedures, policies and standards.
• Analyzes customer service statistics and compiles accurate reports to monitor and improve performance.
• Controls resources and utilizes assets efficiently to meet qualitative and quantitative targets.
• Stays updated on industry developments and applies best practices to improve service quality.
• Adheres to and manages the approved budget for the customer service department.
• Answers customers' questions, resolves problems and maintains customer satisfaction by providing problem-solving resources.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Audits customer service procedures and trends and determines system improvements.
• Performs other duties as assigned.
• Embodies and promotes AtlantiCare values.
• Adheres to AtlantiCare policies and procedures.

WORK ENVIRONMENT
Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances and potential injury. This position requires balancing, fingering, reaching, reading, driving and speaking a majority of the time. This position works with such equipment as computers, fax machine, copier and telephone. Occasional carrying up to 20 lbs. also required.

REPORTING RELATIONSHIP
This position reports to the Director of Communications & ITCS.

The above statement reflects the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.