Client Support Manager
Overview:
The Client Support Manager is responsible for handling customer queries, comments, and requests via phone or email. They are responsible for independently researching and responding to customer concerns on a specific service and assist with improving the operational process based on trends from client issues.
To ensure success as a Client Support Manager, you should be able to display exceptional client service skills and the ability to support customers with technical MSP compliance matters in a timely manner. Ultimately, a top-notch client support specialist should be a solution-driven individual who can resolve complex service issues in a positive way to ensure customer satisfaction and operational integrity.
This position will serve as a liaison between various business units to identify areas of improvement and ensures the company provides excellent customer service.
Responsibilities:
- Responding to customer queries, complaints, and requests via phone, email, or chat.
- Assisting customers with product review and resolving any service issues they might experience.
- Informing customers about specialized product functionalities and features that will assist with better experience.
- Following up with customers to ensure that reported concerns/difficulties have been resolved.
- Maintain issue log, analyze, and report errors trends to management.
- Keeping a detailed record of client data, including useful comments, as well as positive or negative feedback.
- Analyzing customer feedback and advising management on areas of improvement.
- Spot check completed products post delivery for areas of improvements for communication
- Assist clients with research and resolution on services rendered
- Creation of desktop procedures
- Manage the issue log
- Work as a liaison between sales, operations and client
- Assist collateral material creation and distribution
- Assist with RFP and Pricing Request proposal
- Provide back up support for the creation of F9 and macros
- Assist with the request and updating of CHPs
- Responsible to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying requirements needed.
- Communicate proactively and collaborate with internal and external users to analyze information needs and functional requirements in order to deliver the following artifacts as required: User Stories, Customer Requirements, User Interface Mock-ups, Flow Charts, and Use-Case Diagrams.
- Serve as the conduit between the internal department through which requirements flow.
- Demonstrate deep understanding of business processes and customer needs.
- Special projects
- Perform all other duties as assigned.
Qualifications:
- Must demonstrate strong analytical and product management skills including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
- Must have experience in using enterprise-wide requirements definition and management systems and methodologies required.
- Ability to follow instructions and respond to upper managements’ directions accurately.
- Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality and monitors own work to ensure quality is met.
- Must be able to work independently, prioritize work activities, use time efficiently and meet deadlines.
- Must be able to maintain confidentiality.
- Must be able to demonstrate and promote a positive team -oriented environment.
- Must be able to stay focused and concentrate under normal or heavy distractions and must be able to work well under pressure or stressful conditions and meet required project deadlines.
- Must possess the ability to manage and direct change, delays, or unexpected events appropriately.
- Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.
Who We Are:
ECS was formed in 2014 from the acquisition and consolidation of two pillars within the Medicare Secondary Payer (MSP) compliance industry: Gould & Lamb, providers of MSP compliance and reporting services, and MedAllocators/Ability Services Network, a national provider of MSP compliance and case management.Launched as Examworks Clinical Solutions, the new company offered unprecedented, integrated services aimed at managing high dollar complex Medicare, medical, and pharmaceutical claims. In May 2020, the organization name was changed to ExamWorks Compliance Solutions.
A single word change, but one that truly reflects the core of what is offered by ECS. Today, our mission remains focused on providing the most comprehensive, creative, and customizable compliance and
reporting solutions for the marketplace.
ECS is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.
Equal Opportunity Employer - Minorities/Females/Disabled/Veterans
ExamWorks Compliance Solutions offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.