Client Services Manager

Job Description

Job Description

Client Services Manager (Clinical Laboratory - Call Center)

Locations : Colorado Springs, CO (Onsite)

Why Ascend?

Come work for a company that is transforming the industry!

We are Eurofins Ascend Clinical, LLC., one of the highest volume clinical laboratories in the United States. With the use of the most advanced tools and technology, we process millions of tests each month.

For over 30 years, we have been delivering industry-leading service and excellence in testing. At Ascend, we are relentless about innovation and growing to pioneer the future of clinical and environmental laboratory testing.

Ascend is unlike most companies, offering the discipline of a healthcare leader and the mentality of a tech startup. As a company that is on the leading edge, we are seeking individuals with a similar mindset who enjoy a dynamic, fast-paced environment.

Job Summary :

The Client Services Manager is responsible for creating and maintaining a high performing team of Client Services Representatives who efficiently address and resolve client questions and / or issues.

This individual will continuously develop strategies for improving customer services as well as train other Client Services staff.

The Client Services Manager is responsible for promoting overall customer satisfaction and retention whilst maintaining the highest level of professionalism.

This position will onsite in the Colorado Springs office.

Responsibilities :

• Responsibility for all areas of customer satisfaction. Handles service activities to support existing client relationships and new client onboarding
• Manage the workflow, performance, ongoing development, and managerial / administrative tasks for 15+ Client Services staff
• Develop metrics to monitor client interactions. Improve customer service quality results by studying, evaluating and re-designing processes.

Establishing and communicating service metrics, monitoring / analyzing results and implementing changes

• Develop and maintain staffing plan based on call metrics, time zone coverage, reporting requirements and any other arising business needs
• Design, implement, and maintain a staff training program. Responsible for training of new staff members as well as continuing education of existing staff on new lab, software, and regulatory changes
• Identify areas for process improvement. Act as project lead from design to implementation for new process, software and automation efforts
• Maintain timely and accurate documentation of client interactions, activities, processes, and issue resolution.
• Responsible for timely reporting of information to clients and government agencies
• Create an effective process and information flow between Client Services team, other departments, stakeholders, and management
• Act as a consistent back-up for other Client Services Representatives when necessary
• Address all Tier 1 escalations from Client Service Representatives and triage Tier 2 queries as necessary

Qualifications :

• Bachelor’s degree or equivalent experience. Minimum 5 years in a management position in a call center environment. Previous experience in healthcare environments preferred
• Strong skills in Microsoft Office Suite (Word, Excel, and Outlook)

Compensation :

$80,000-$100,000

Benefits :

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work.

We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

Ascend is an Equal Opportunity Employer - M / F / Disabled / Veteran

Eurofins Ascend Clinical, LLC is committed to promoting an equal employment opportunity workplace environment and is an equal opportunity employer.

It is the policy of the company that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, citizenship, pregnancy, genetic information (GINA), disability, military and / or veteran status, and / or any other status protected by applicable Federal, state, or local law.

The company’s policy is to recruit, hire, train, promote and administer all employment-related matters on the basis of an individual's qualifications, abilities and efforts without regard to protected status.

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