Manager of Customer Care Center

Starkey•Glencoe, MN

9d•$70,070 - $84,000

About The Position

The Customer Care Center Manager is responsible for working with Call Center Representatives and monitoring Call Source reporting to maintain a department-wide appointment conversion rate of 80% or better. By increasing appointments created from prospect calls, we ensure maximum sales opportunities for our offices, and a better return on marketing expenses. This position will report to the Director of Patient Care Operations and work with him on developing training tactics and metrics for success. At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being. That means carefully guiding our patients on how to choose the best style and technology to enhance their lifestyle. JOB SUMMARY DESCRIPTION The Customer Care Center Manager is responsible for working with Call Center Representatives and monitoring Call Source reporting to maintain a department-wide appointment conversion rate of 80% or better. By increasing appointments created from prospect calls, we ensure maximum sales opportunities for our offices, and a better return on marketing expenses. This position will report to the Director of Patient Care Operations and work with him on developing training tactics and metrics for success.

Requirements

High school graduate or equivalent
Previous customer service or call center experience, familiarity with hearing aid industry
Experience coaching and training customer service agents
Advanced knowledge of software systems including MS Office, MS Dynamics CRM, patient management software
Good problem solving, analytical abilities, communication, organizational and interpersonal skills required

Responsibilities

Use Call Source reporting to identify Call Center Representatives with low appointment conversion.
Monitor missed opportunity reporting to identify methods for improvement.
Coach and train Representatives individually to maximize appointment conversion.
Address common mistakes in call handling.
Look for trends in call handling that point to sources for low appointment conversion.
Identify locations with poor appointment conversion, and determine if it’s related to scheduling, patient requests, etc.
Recognize campaigns with low conversion rates.
Create inventive solutions to improve overall marketing performance.
Prepare Call Center Representatives for upcoming marketing campaigns.
Contact marketing coordinators to request ad pieces for upcoming events.
Work with manager to create scripts specifically designed for a given campaign.
Brief Call Center Representatives on daily campaigns.
Communicate regularly with Marketing Coordinators, Regional Clinic Managers, Regional Directors, and other staff to address concerns and resolve conflicts.
Work with the Regional Clinic Manager to correct scheduling errors in a timely manner and identify ways of preventing future mistakes.
Gauge concerns of staff, work to maintain positive perception of Customer Care Center.
Other duties/responsibilities as assigned