Client Services Manager

Qualitox Laboratories is seeking self-motivated Full Time Laboratory Client Services Manager to manage and train all Client Services Representatives. This position will work Monday through Friday in our McKees Rocks facility.

Primary Purpose

The Laboratory Client Services Manager ensures that the customers of a company are satisfied. Their role is to provide superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.

Duties and Responsibilities

· Supervise day-to-day operations in the customer service department.

• Provide day-to-day supervision, guidance, and coaching to the client services team to ensure each client is provided an exceptional customer experience.

· Designate work territories to client services staff and establish strategies necessary for achieving set targets.

• Develop customer satisfaction goals and oversee the implementation of new customer service procedures.
• Develop effective customer service procedures, protocols, and guidelines to establish a replicable standard of service.
• Build and implement an effective customer loyalty program to further develop relationships with customers to ensure brand loyalty.

· Provide clients with regular update and periodic statements to keep them abreast on changes in trends.

· Assess products and services to ensure they are up to the specification set by clients.

· Provide detailed explanations of product and service features to clients to aid their decisions on product choice.

· Maintain accurate records and document all customer service activities and discussions.

· Run surveys and contact clients to ensure they are satisfied with received products and services.

responding to customer service issues in a timely manner.

· Create, run, prepare, and assess service statistics and detailed reports to track client information.

· Hire and train new client service representatives.

· Plan and organize the fulfillment of client orders to ensure timely delivery.

· Prepare and manage the approved budget of the client service department to achieve set targets and objectives.

· Stay informed on the latest industry techniques and methods.

· Audit client account information to ensure required documentation is complete and accurate in all data warehouses.

· Troubleshoot and resolve escalated customer service issues and deal with queries with satisfactory resolution based on necessity.

· Monitor all non-patient facing duties of the department, including inventory, unpacking and stocking of supplies, pulling and replacing close to or expired products, sanitizing, filing, answering phones and utilizing email as appropriate.

· Follow all health and safety protocols and procedures to maintain sanitary work areas.

· Supports ongoing changes in a professional manner, contribute to a positive work environment and to the team effort of the laboratory.

Experience

· Bachelor’s degree in business administration or relevant field plus a minimum one year demonstrated client service skills in a laboratory or the healthcare industry or High School diploma plus five years progressive client service experience in a laboratory or the healthcare industry.

· Ability to maintain compliance with regulatory agencies and in accordance with safety and HIPAA guidelines.

· Must have good attendance and reliable transportation.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• McKees Rocks, PA 15136: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Client or Customer Service Manager: 1 year (Preferred)
• Healthcare or Laboratory Managerial: 1 year (Preferred)

Work Location: One location