Customer Care Manager

Customer Care Manager – Tempe, AZ

With direction from senior leadership, this position oversees and manages the customer care operations by identifying KPIs aligned with the organization’s direction, monitoring metrics and managing performance for the customer care team. This role also regularly interfaces with internal stakeholders across various functions as well as clients to address specific customer needs as necessary .

Responsibilities include the following:

  • Manages and oversees supervision of the customer care team including but not limited to oversight of staffing levels, employee learning and development and performance of the team.
  • Manages and directs the departmental work flow, redirecting resources as necessary to ensure adequate staffing and ability to provide appropriate levels of service.
  • With consideration of the organization’s objectives, identifies and creates KPIs to measure employee performance consistent with the organization’s direction, This may include but is not limited to scoring employee interactions, setting volume of work measurements, and measuring response time to clients. On an ongoing basis, assesses the effectiveness of activities to key performance indicators (KPIs) and redirects efforts when necessary to achieve alignment with KPIs.
  • Regularly evaluates emerging technologies to increase the efficiency and effectiveness of the customer care department.
  • Reviews, stores, creates and updates all Standard Operating Procedures for the Customer Care Department.
  • Regularly leads Customer Care departmental meetings to maintain open communications about performance, objectives and new developments. Ensures alignment of department efforts.
  • Acts as the highest point of internal customer care escalation for complaints and complicated customer care issues. This may entail partnering with site leadership and dispatch to ensure relationships and service integrity are maintained while implementing win-win outcomes.
  • With guidance from senior leadership, develops and prepares an annual department budget and manages to budgetary targets. Monitors YTD progress and corrects/modifies operational direction when necessary to achieve targets.
  • Identifies efficiency opportunities between site operations, customer care and dispatch teams. Collaborates cross-functionally with others to orchestrated the implementation of broad-impact solutions.
  • regularly participates in leadership meetings to understand and ensure the customer care function is aligned with organizational stakeholders and initiatives.
  • Allocates resourcing for other departments as necessary including client transitions and new client onboarding.
  • Provides training for external clients on our ordering process as needed.
  • Perfomrs other duties as assigned.

    Supervisor and Managerial Responsibility:

    • Managerial responsibility is entailed for direct reports to include but not limited to Customer Care Supervisors, Customer Care Leads, and Customer Care Representatives.

    Required knowledge, skills and abilities to perform the role include the following:

    Education, Licensure or Certification

    • Knowledge of general business management as normally obtained by the completion of a Bachelor’s degree in business or a closely related field of study

    Work Experience or Related Experience

    • The ability to manage the daily operations of a customer service center as described as normally obtained through 2 years of progressively responsible supervisory or managerial experience. Experience directing exempt, supervisory employees is required.
    • Experience in the healthcare or medical fields in which incumbents have worked with durable medical equipment is strongly preferred
    • The ability to conduct analyses of customer service activities and processes, and implement solutions as described as normally obtained through 3-4 years’ direct experience managing direct customer service activities.

    Specialized Knowledge, Skills or Ability

    • Ability to manage a team of customer service team members and create a highly supportive environment
    • Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which patients or caregivers may be frustrated or upset
    • The ability to present information and communicate across all levels and externally to vendors, clients and customers is essential
    • Strong organizational, leadership and decision-making skills are required to perform the functions as described
    • Must have the ability to confidently embrace challenges and lead a team. Able to directly motivate and supervise non-exempt and exempt employees to achieve maximum performance
    • Must take initiative and be highly motivated, creative and energetic
    • The ability to protect and maintain the confidentiality of patient protected health information and follow standard operating procedures to ensure compliance with CHAP and HIPPA is required
    • A high attention to detailed information is required to review employees KPIs
    • Knowledge and understanding of StateServ Medical’s proprietary software is preferred.

    Physical Requirements and Demands

    • This position entails a high level of work performed at a computer terminal throughout the day as well as moderate use of a telephone or headset equipment
    • The ability to view and continuously focus on and compare system information and work orders is required to quality review information as described
    • On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
    • Regular eye-hand coordination and manual dexterity is required to operate office equipment

    Work Environment, Conditions and Demands

    • The ability to maintain a flexible schedule is required to accommodate national time zones as well as to be available for real time communications from employees as described
    • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
    • On very rare occasions, travel may be required to meet client training needs

    NOTE: To apply for this position, please send your resume and/or relevant work experience to