Customer Service Manager

Company Description

SOLVD Health is dedicated to creating a world where people can proactively avoid becoming patients. By leveraging innovative approaches under the concept of Patient Intelligence, the organization provides actionable and contextual health information to prevent disease and empower individuals. SOLVD Health is committed to transforming healthcare by addressing its most pressing challenges to create lasting, positive change in people's lives.

Role Description

This is a full-time hybrid role for a Customer Service Manager at SOLVD Health. Based in Hershey, Pennsylvania with work in the northeast, the role includes both on-site responsibilities and the option for some remote work. The Customer Service Manager will oversee day-to-day operations of the customer service team, ensuring high levels of customer satisfaction. Responsibilities include managing customer inquiries, resolving complaints, developing strategies to improve customer service processes, and fostering a customer-centric workplace culture. Additionally, the role requires tracking and analyzing service performance metrics to enhance operational efficiency.

Essential Responsibilities

• Oversight of department, including customer service to both clients and patients

• Develop and manage processes and workflows within the customer service department

• Create and track customer service goals and KPIs

• Write and maintain departmental SOPs and scripts

• Supervise and manage performance of a team of customer service representatives

• Hire and onboard new customer service team members

• Assist in developing an effective customer loyalty program

• Document all interactions with clients and patients

• Respond to customer inquiries on a regular basis

• Receive and implement customer feedback to improve the quality of service

• Manage daily progress in meeting important business metrics

• Generate detailed reports on customer interactions

• Provide additional upskilling or learning opportunities for customer service team members

• Oversee the budget for the customer service department

• Prepare and distribute patient communications, such as letters, phone calls, invoices, and collections.

• Manage customer service phone calls to and from clients and patients

• Other duties as assigned

Qualifications

• Strong expertise in Customer Service Management, Customer Support, and maintaining Customer Satisfaction
• Exceptional Communication skills to engage effectively with customers and internal teams
• Proficient Analytical Skills to evaluate service trends and enhance processes
• Proven leadership and team management capabilities
• Ability to work efficiently in a hybrid work environment, combining on-site and remote tasks
• Experience in developing and implementing customer service strategies that improve service quality
• Bachelor's degree in Business, Management, or a related field is preferred
• Experience in healthcare, technology, or related industries is a plus