Manager, Customer Care - ePay - Remote

Overview

The Manager, Customer Care - ePay, will be responsible for overseeing the daily operations within the ePay customer service area. This will include the management of support team members to ensure that the objectives of customer service are met in accordance with company guidelines, policies, and procedures.

In Short

• Management and supervision of staff to ensure they are meeting the goals of the department and organization
• Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications.
• Preparation, submission, and maintenance of customer service level reporting
• Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
• Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
• Management and oversight of internal customer service policies and procedures
• Participation in routine testing and production migrations for supported applications
• Maintain positive provider and supplier relationships
• Provide timely and consistent communication to GHX Leadership regarding customer service issues

Requirements

• BA or BS with an emphasis in Accounting or Finance
• Minimum 2 years’ experience in a financial environment (healthcare preferred)
• Minimum 2 years’ experience in a team-oriented supervisor/manager role focusing on project management, customer success, training, and/or customer service
• Proven ability to lead and mentor teams, with strong facilitation and collaboration skills

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement