Posted: Wednesday, March 22, 2017 10:21 PM
Job Summary – The Client Member Services Operations Manager is responsible for coordinating and managing all activities of the customer service team; maintaining an orderly onboarding and new member implementation workflow; maintaining and developing service procedures, policies and standards; managing the member portals; analyzing data statistics and compiling accurate reports of business activities. This job is located in the Schaumburg, IL satellite office. Key Responsibilities– Direct the daily operations of the customer service team Plan, prioritize and delegate work tasks to ensure proper functioning of the department Handle complex and escalated member and vendor service issues Monitor accuracy of reporting and data base information Evaluate and performance manage staff. Identify and address staff training and coaching needs Identify and implement strategies to improve quality of service, productivity and profitability Duties (included but not limited to): Lead customer-service liaison for AdvantageTrust members. Support new members through their AdvantageTrust implementation /on boarding process. Coordinate with legal team to assure timely and accurate completion of membership documents. Coordinate with members to complete required ‘letters of commitments’ and ‘declaration forms’. Utilizing data query tools, such as Sales Reporting, CatScan, vendor spreadsheets, etc. to create and maintain metric reporting, integrating data from multiple sources. Develop and implement customer service policies and procedures. Define and communicate customer service standards. Review and assess customer service contracts. Ensure the necessary resources and tools are available for quality customer service delivery. Manage and maintain website and portals. Performs other related duties as assigned.
Click here for more info: https://hca.taleo.net/careersection/0hca/jobdetail.ftl?job=10250-1357&lang=en
• Location: Chicago
• Post ID: 55999608 chicago