Customer Service Manager Jobs

About The Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com .

This position of Customer Service Manager will be an integral role within our Lifeline business. For almost 50 years, Lifeline has been the leader in personal emergency response services in the home and in senior living communities. With a focus on serving the needs of our most vulnerable populations, today’s Lifeline delivers comprehensive senior population health solutions through emergency response services, medication management, predictive analytics, and digital engagement. Our products and services meet the needs of a diverse set of stakeholders from seniors to caregivers, payers and providers ultimately driving improved enrollment, patient compliance and quality outcomes.

Purpose

The purpose of the Customer Service Manager is to accomplish results through the management of the Customer Service team, driving consistency through strategic planning and execution, collaborating with leadership, and mentoring and coaching direct reports. The overall objective is to help develop the vision and manage the activities within Customer Service to ensure all key performance indicators are met.

Job Duties And Responsibilities

• Plans and evaluates the workflow of Customer Service Representatives, assuring service and financial objectives are achieved in accordance with operational objectives.
• Monitor operational health utilizing data and customer feedback to drive improvements.
• Ensures that team is properly trained, performance measurements provided to personnel and timely positive and corrective feedback given.
• Recognizes, recommends, and coordinates the implementation of operational improvements.
• Provides direction, coaching, counseling, and leadership to all direct reports to motivate employees, improve performance, enhance service quality, heighten employee effectiveness, and increase customer satisfaction and retention.
• Serves as key liaison with Subscribers, Field Sales, Marketing, Finance and Operations regarding problem resolution and process improvements for internal and external customers.
• Prepares weekly and monthly reports along with special projects as may be requested.
• Oversees communication between customers and customer service representatives and supervises the resolution of customer service issues.

Skills And Qualifications

• Strong analytical skills; creative problem-solver
• Strong teamwork ethics
• Planning, organization, and effective time management skills
• Excellent interpersonal skills; excellent listening skills and approachable style with emphasis on sensitivity to others
• High level of professionalism and integrity
• Demonstrate ability to utilize operational metrics and leverage data insights to inform operational improvements.
• BS/BA or equivalent related work experience required.
• Demonstrated ability to handle stress effectively and to assist others in effectively dealing with stress.
• Ability to quickly learn new applications and processes.
• Strong verbal and written communication skills with the ability to communicate effectively by telephone, email, or internet.
• Decisive, willing to take calculated risks.
• Minimum of 3 years customer service experience with preferably at least 3 years’ experience managing a group of non-exempt employees in a fast paced call center environment
• Excellent coaching and counseling skills and the demonstrated ability to effectively handle conflict resolution.

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.

Monday-Friday

Hybrid, in office 3 days a week