Client Care Manager

Client Care Manager

Precision Analytical is the creator of the DUTCH Test, an innovative hormone test that creates better tools for healthcare professionals to explore hormone issues with their patients. PA exists to make it easier for patients and their healthcare providers to find answers to complex clinical questions. We are fully committed to our mission of providing the best diagnostic tools in functional medicine.

For this role, we are seeking candidates who can work primarily from a home office with flexibility to come to our McMinnville office or other worksites. Candidates must have the ability, with support from the Company, to create a remote office experience with effective internet capabilities and quiet work environment, free of distractions.

Pay

The pay range for this position is $54,775 - $68,470. We generally aim for the low to mid point of the salary range to provide room for growth within the role. Your salary can be negotiated based on various factors, such as years of experience, level of expertise, etc. In your initial interview with the HR Specialist, you will have an open discussion about your pay expectations.

Job Summary:

The Client Care Manager is responsible for ensuring high levels of customer satisfaction, managing the Client Care Team, and optimizing processes to improve service delivery. This role requires leadership, problem-solving skills, and the ability to manage operations in a fast-paced environment.

Major Duties & Responsibilities:

• Manage and delegate tasks to team members; manage schedules and ADP timesheets, answer questions, and provide regular support on all employment related topics. Partner with manager, HR, or others as needed
• Conduct internal or external review of current trends, customer needs and engagement, cost or efficiency improvement ideas using data analysis, customer surveys or other observations; work with Director of Operations or cross-functionally to address related gaps
• Plan and implement process changes to improve the Client Care Team efficiency and customer satisfaction; create or update SOPs, policies, conduct training, etc.
• Troubleshoot issues elevated from team or otherwise identified; lead or participate in cross-functional process improvement or other projects as needed
• Communicate and partner with Marketing, Education, Clinical or Operations to ensure printed materials, kits, reports, educational offerings, etc. are helping us lead in the industry and support customer needs
• Manage necessary documentation and records, and related data; prepare reports by collecting and analyzing data, present to leadership as needed
• Maintain quality service in all interactions; advise team, manager or other departments of potential issues as needed
• Works with Director of Operations to maintain an appropriate organizational team structure; establishes departmental goals, objectives. Utilizes key performance indicators (KPI’s) and metrics to determine departmental effectiveness
• Manage and lead team members; coach team to meet objectives and customer service expectations, and to achieve personal development goals
• Participate in the recruitment and selection of new support team members
• Use PA’s Core Values in daily activities and interactions with others; lead by example and coach team members on living our values
• Collaboratively perform other duties as needed to support company goals; may provide back-up sales or client care teams as needed

Key Competencies:

• Leadership: Ability to motivate and manage a team, fostering a positive and productive work environment.
• Communication Skills: Excellent verbal and written communication to convey information clearly and handle sensitive situations effectively.
• Problem-Solving: Strong analytical skills to resolve complex customer issues and ensure customer satisfaction.
• Customer-Centric Mindset: A deep understanding of customer needs and a commitment to delivering exceptional service.
• Conflict Resolution: Skilled in managing and de-escalating customer complaints with a calm and solution-focused approach.
• Time Management: Strong organizational skills with the ability to manage time effectively, ensuring team meets deadlines and targets.
• Attention to Detail: Ensuring accuracy and consistency in all customer service interactions and data management.
• Technical Proficiency: Familiarity with customer service software and tools (e.g., CRM systems) and the ability to troubleshoot basic technical issues.

Qualifications:

• Bachelor's degree in Business, Communications, or related field. Equivalent experience for education will be considered.
• Minimum of 5 years of experience in customer service, with at least 3-5 years in a managerial role
• Proven track record of managing and meeting performance goals.
• Strong understanding of customer service principles, CRM software, and relevant technologies

Work Environment:

This position is located in an office (or employee remote) environment with frequent use of a computer, telephone and related hardware. A person must be able to stand and/or sit; see, hear and talk; use hands to type, handle or feel tools or controls; use hands and arms to reach. Occasionally lifting/moving up to 10lbs is also required.

In addition, this position requires infrequent travel via car, airplane, and other modes of transportation to various sites including Precision Analytical locations, stores or vendor locations, training or meeting venues, conferences.