**Manager, Customer Service**

** Phoenix, Arizona**

**PURPOSE AND SCOPE:**

Provides tactical and strategic leadership to maximize the efficacy and efficiency of daily operations within the assigned functions, and ensures a high level of customer retention through resolution of diverse customer issues.

**PRINCIPAL DUTIES AND RESPONSIBILITIES:**

* Manage the tactical execution of short- and long-term objectives through the coordination of activities with a direct responsibility for results, including costs, methods, and staffing.

* Provide leadership, coaching and development plans for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters.

* Manage the daily activities during the entire span of operation to assure that the Department is staffed with trained and knowledgeable employees at all times. Recommends adjustments in schedules and job assignments as required. Works proactively to identify problems and recommend solutions.

* Develop and implement methods and procedures for monitoring work activities. Meets regularly with groups of employees for the purpose of team-building, procedure review and communication, and to give and receive feedback.

* Analyze the Customer Service budget and identifies budget needs and or reductions. Allocates operating budget funds.

* Maintain total quality management within the department by reviewing customer complaints and ensuring that they are directed to the appropriate department, follow through on problem resolution, develop monitoring tools to assure that all calls are answered promptly and courteously, and that the department is staffed appropriately.

* On an on-going basis, assess the educational training needs of the Customer Service department and the customer. Train and evaluate Customer Service Representatives.

* Interface with other clinical departments to ensure smooth processing. Act as a technical consultant and consumer advocate between the customer and facility doctors and nurses.

* Develop and implement procedures to insure that documents are prepared and retained according to governmental guidelines.

* Approve special unit supplies or shipments as needed.

* Coordinate customer notification activities in cases such as changed or delayed results, equipment recalls, and procedural changes.

* Evaluate and change customer service representative assignments as needed.

* Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers.

* Interacts with internal departments and external customers; particularly in problem resolution. Acts as an advisor to subordinate(s) to meet schedules and/or resolve technical problems. Responsible for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations.

* Provide technical guidance.

* Assist with various projects as assigned.

* Other duties as assigned

*Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.*

**PHYSICAL DEMANDS AND WORKING CONDITIONS:**

* The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**SUPERVISION:**

* May be responsible for the direct supervision of various levels of customer Service staff.

**EDUCATION :**

* Bachelor's Degree required; Advanced Degree desirable

**EXPERIENCE AND REQUIRED SKILLS:**

* 6 - 8 years' related experience.

* 3 years' supervisory or project/program management experience preferred.

**EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity**

**Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.**

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* Customer Service, Phoenix, Arizona, United States

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