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
Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
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
Oversee team activities including research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues; user setup and training; ongoing customer support; timely submission of control totals; weekly review of open customer service cases
Virtual Card Reconciliation oversight (auto matching, manual matching) and monthly review of Virtual Card Reconciliation Reports and open items
Participation in routine testing and production migrations for supported applications
Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities, including reporting
Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
Maintain positive provider and supplier relationships
Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result
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
Strong Initiative
Excellent time management skills
Strong interpersonal skills
Critical thinking skills
Effective oral / written communication
Working understanding of office applications (e.g. MS Office / Excel/Access)
Senior Manager overseeing customer service operations for Fidelity Digital Assets. Focus on team management, leadership, and enhancing functional capabilities within the digital assets space.
Virtual Customer Care Representative managing warranty homes in assigned communities for Lennar. Responsible for overseeing customer relations and coordinating with trade partners.
Customer Care Representative providing assistance to customers with inquiries through phone and email. Troubleshooting issues and promoting bank products in a collaborative team environment.
Sachbearbeiter Customer Service International Sales bei Zwiesel Kristallglas AG, einem führenden Unternehmen in der Kristallglasherstellung. Kundenbetreuung, Auftragsbearbeitung und Reklamationsmanagement.
Customer Service Administrator assisting with ocean freight operations for Southern Region at CEVA Logistics. Managing bookings and ensuring efficient shipment arrangements with customer liaison.
Customer Service Representative at CEVA Logistics managing customer inquiries and order processes. Collaborating with warehouse teams to ensure smooth logistics operations at Venray location.
Logistics Customer Service Representative enhancing operational success and customer satisfaction at CEVA Logistics. Providing outstanding service by addressing inquiries and managing logistics activities.
Enterprise Tech Support Specialist advising premium clients on technical issues in the fintech sector. Collaborating across teams to enhance payment processing solutions and manage high - stakes demands.
Enterprise Support Specialist managing client escalations and investigating payment - related issues at a Canadian fintech. Collaborating with banks and internal teams in a hybrid work environment.
Enterprise Support Specialist resolving technical payment inquiries for global clients at Nuvei. Collaborating with banks and partners in a dynamic fintech environment.