SUMMARY

The Customer Service Manager plans, coordinates, and directs all activities of HealthFitness’ Customer Service Department (CS). This position oversees all aspects of CS policies, objectives, and initiatives; and implements new strategies and procedures when necessary to ensure consistent and ideal levels of service. The role requires the associate to constantly strive to improve customer service through high standards, effective and efficient work flows, increased communication, appropriate staff training, innovative operational adjustments and maintaining positive working relationships.

 Description:

JOB ACCOUNTABILITIES             

Primary:

• Fosters a work environment that is team-oriented, customer focused, and quality driven. Ensures associates understand customer care policies, understand the company and department’s vision and mission, and are knowledgeable about the products they service.
• Manages all customer service personnel, their work product and adherence to corporate and departmental guidelines, principles and standards.
• Carries out supervisory responsibilities in accordance with HealthFitness policies, procedures and applicable laws including recruiting, orienting, training, evaluating, developing and planning the succession of associates.  Conducts formal performance appraisals on an annual basis and initiates formal corrective action process when warranted.
• Plans, assigns and directs work assignments to ensure productivity is maximized.  Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments, and develops and implements methods and procedures for monitoring work activities in order to inform management of current status of work activities and to forecast resource requirements.
• Ensures staff is properly trained to accomplish stated objectives; outlines training objectives and oversees the development and implementation of training curriculum for all new or modified programs or services that customer service staff will support; conducts routine phone call monitoring and recording for training and feedback purposes provides continuous feedback and coaching to all staff to ensure quality of all services being delivered.
• Oversees all CS activities associated with new client implementation and is responsible for the proper configuration and on-time delivery of new and existing products, services and programs; ensures all established Service Level Agreements (SLA’s) are conveyed, understood, and adhered to by staff.
• Establishes policies and procedures governing customer correspondence around the handling of reported product issues or customer complaints.  Collaborates with other departments to achieve the resolution of high-level or ongoing issues. Tracks outstanding issues and produces management reports.
• Improves CS quality by benchmarking best practices; studying, evaluating, and re-designing processes; maintaining, establishing, and communicating service levels, KPI, and other metrics; monitoring, analyzing, and reporting on call center data; determining system improvements; identifying and explaining call center trends; and implementing change when necessary.
• Manages production and completion of all internal Customer Service reports designed to improve service levels and update key HealthFitness personnel on status of various configurable events. 

Secondary:

• Researches Customer Service industry standards and is responsible for maintaining reasonable, competitive, and quality metrics; may answer RFP questions with collected metrics.
• Submits employment forms and payroll records accurately and according to HealthFitness policies.
• Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

Education, Experience and Certifications:

• Bachelor’s degree in business or related field and five years related experience that includes a minimum of one year staff management experience, or equivalent combination of education and experience.
• Strong computer background and extensive experience and proficiency with Windows and Microsoft Office applications including at minimum Word, Excel, Power Point and Outlook.
• Previous technical software, web-based support, call center and project management experience is strongly preferred.

Other Knowledge, Skills & Abilities:

• Strong leadership, team management, interpersonal and customer service skills including the ability to motivate others.
• Demonstrated knowledge of customer service concepts, practices, and procedures.
• Strong quality orientation including attention to detail, accuracy and thoroughness.
• Ability to work effectively with all levels of individuals both within HealthFitness and client companies.
• Strong verbal and written communication skills, including the ability to provide clear direction to others, and active listing skills.
• Ability to work independently, problem solve, and make decisions with limited supervision.
• Strong organizational and project management skills.
• Ability to adapt to frequent changes, delays, and unexpected events.