Customer Solutions Manager

Quest Diagnostics • Tampa, FL

3d

About The Position

The Customer Solutions Manager is responsible for partnering with Commercial to support regional growth strategies and managing resources to support growth, drive operational excellence initiatives, and create and implement strategies to improve customer experience. This role supports the Integrated Field Service model by coordinating regional field support with Customer Solutions resources to improve customer outcomes and drive customer loyalty. This individual oversees standard and complex on-boarding of accounts, Problem Resolution functions, Customer retention activities, and acts as Customer Advocate for process improvement in all aspects of operations.

Requirements

• Five years of professional work experience focused on problem resolution and teamwork within a customer service environment.
• Three years of supervisory experience.
• Broad understanding of the laboratory business and its service requirements
• Strong PC and QLS system skills, including experience with word processing, spreadsheet, and database applications (MS Word, PowerPoint, Excel, Access)
• Excellent interpersonal, customer service, and communication skills, including the ability to communicate complex issues clearly and concisely.
• Demonstrated effective, Strong writing and composition skills.
• Strong organizational and prioritization skills.
• Demonstrated Ability to work effectively in a team environment, including developing and motivating team members to reach objectives.
• Proven problem-solving skills with the ability to develop appropriate resolutions
• Strong, effective presentation skills in a group setting.
• Demonstrated ability to influence and create change
• Action Oriented
• Customer Focused
• Functional / Technical Skills
• Decision Quality
• Interpersonal Savvy
• Composure
• Bachelor’s Degree
• Bachelor’s Degree in a Life Science, Business, Customer Relations, or related field, or equivalent combination of education and extensive relevant experience.

Nice To Haves

• Bilingual in Spansih is preferred.
• QMS Certification preferred
• QMS Bronze Certification (Preferred)
• QMS Silver Certification (Preferred)

Responsibilities

• Partners with the Commercial Sales team, Client Services, Billing, IT, and all laboratory operations to establish relationships and problem-solving processes that are seamless to the external customer.
• Assumes accountability for written client communication. Including but not limited to drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary.
• Develop strategies for addressing chronic problems to facilitate permanent resolution.
• Ensures compliance with the established quality system and actively participates in monitoring corrective action and its effectiveness.
• Oversees analysis of account problems and expedites their resolution; establishes practices to support Commercial representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts.
• Develops, coaches, and mentors the Customer Solution function(s) and provides general supervision to ensure all tasks are completed accurately and on a timely basis.
• Ensure individual compliance with all company policies and government regulations.
• Participate in National Customer Solutions' best practice teams.
• Provides oversight for client visits.
• Oversees the internal aspect of the new client start-up process.
• Provides assistance with the Regional Commercial post-Sales Academy training program.
• Develops and ensures delivery of client-specific quality reports.
• Oversees the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities and so much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level