Manager of Client Services

Job Description

The Manager of Client Services manages the reporting, data entry and Client Services call center functions in an organization passionate about delivering excellent service, developing strong partnerships with our clients and continually improving patient care. In addition to day-to-day management of inbound/outbound call support, this role is responsible for coordinating the work flow cross departmentally, as well asleading and advancing strategic initiatives with senior leadership related to the improvement of client experience.

Manager of Client Services responsibilities include:

• Apply Lean /Six Sigma in all areas of responsibility, as appropriate
• Champion client experience and engagement through proactive initiatives and a spirit of continual improvement
• Collaborate with clients and internal groups to create new tools and processes which make client experience increasingly productive and positive
• Act as a client and patient advocate managing Client Services in a way which resolves inquiries, escalates issues to prompt and thorough resolution
• Establish and communicate procedures and processes to improve departmental efficiencies and ensure service and quality of client communications
• Establish, maintain and monitor Key Performance Indicators (KPIs) which measure performance in alignment with key business objectives, industry standards and department quality
• Research industry standards, benchmarks, technology and innovations in the areas of client engagement and satisfaction with the goal of achieving world-class client service experience
• Generate and analyze key reports and provide data to other departments and leadership as needed
• Ensure the department is adequately staffed during hours of operation and for after-hours coverage
• Set priorities for the team to ensure task completion, performance goals and service levels are met
• Manage complex client issues and projects; ensure escalated issues are resolved and customer satisfaction is met
• Lead and develop a team of Client Services Associates
• Represent department and the organization favorably and in accordance with established Company standards and associate attributes at all times
• Develop strong, positive and productive cross departmental relationships with the goal of improving customer support programs and enhancing client satisfaction
• Travel to client sites for client onboarding, training and/or develop client relationships
• Helpto ensure a positive experience in the onboarding of new clients
• Conductall activities in a safe and efficient manner
• Performother duties, as assigned

The ideal candidate would possess:

• Strong customer service focus with a proven ability to build and cultivate positive client relationships
• Analytical judgment, problem solving skills, accuracy and detail orientation
• Ability to interpret and utilize data to discover opportunities for improvement and measure change
• Excellent interpersonal skills, with ability to collaborate across departments and work efficiently with people at all levels in an organization
• Ability to solve problems, prioritize and multi-task in a deadline driven environment
• Ability to make independent decisions regarding matters of significance
• Ability to work outside core business hours, as needed
• High level of integrity and honesty in communications while maintaining patient, client, employee and laboratory business confidentiality
• High level of proficiency with PC based software programs, including Microsoft Office Excel and PowerPoint
• Ability to travel up to 10%

Qualifications

• Bachelor’s degree
• Not less than 3 years of supervisory experience
• 5 years’ experience in customer service or related roles
• Medical or Laboratory knowledge is preferred
• Experience leading projects and/or implementing processes or process change
• Authorization to work in the United States indefinitely without restriction or sponsorship

Additional Information

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Position is full-time, Monday - Friday, 8:30 a.m. - 5:00 p.m., with overtime, as needed. Candidates currently living within a commutable distance of Melville, NY are encouraged to apply.

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work. We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

To learn more about Eurofins, please explore our websitewww.eurofinsus.com

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.