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Form of workTitle: Assistant Customer Service Manager
Mission Statement: DME Express is committed to always be available to our patients with high quality medical equipment and unmatched Customer Service.
General: The Assistant Customer Service Manager is responsible for managing a team who will offer unmatched Customer Service. You will oversee the daily operations to ensure all policies and procedures are followed. Maintain knowledge on clients including pricing and account specific information.
Responsible to:Customer Service Manager
Responsibilities and Duties of Assistant Manger:
1. Monitor team member productivity/quality standards.
2. Oversee the daily operations to ensure all policies and procedures are followed and assist team with questions/concerns.
3. Resolve Tier 1 patient/client complaints, as well as coaching team members if needed for continued improvement. Escalating to CSM if needed.
4. Creates schedule for Customer Service Representatives to ensure proper coverage for business needs.
5. Perform weekly one on one's with team members
6. Give feedback daily to all team members and document on the feedback log, sending to CSM weekly.
7. Possess extensive knowledge on team customers and account specific pricing.
8. Maintain a high level of professionalism with customers and patients through every call, email or other source of communication in order to portray the company in the best light.
9. Updates patient information and notes in DME Pro timely, efficiently, and accurately. Careful to follow up with router, service technician, Customer Service and whomever necessary when changes need to be made to an existing order, including cancellation of an order.
10. Promotes teamwork among co-workers that includes assisting fellow ACSMs, CSRs, routers, and field operations as needed.
11. Ability to work a flexible work schedule.
12. Demonstrates timeliness, courtesy, sincerity, and patience with dealing with customers and patients.
13. Understands and follows company handbook, and all company or customer safety and environmental policies.
14. Properly communicating with management about potential concerns and problems.
15. Accepts other duties and activities as assigned.
Qualifications for assistant manager :
Education : Graduate from an accredited high school or GED equivalent
Experience/Knowledge for assistant manager :
• Good organizational skills
• Detail oriented
• Ability to remain professional and courteous with customers and fellow employees at all times
• Willing to function as a cooperative team member
• Excellent verbal and written communication skills
• Clean and neat personal experience
• Have technological knowledge/skills (email, App, durable medical equipment)
. Great Customer Service skills
Physical Requirements :
• This role entails prolonged sitting in an office environment
• Must be able to perform at times squatting and crouching while pulling, lifting and shoving on boxes, supplies and equipment
• Must be able to complete all physical requirements as listed as well as any reasonable request during the duration of the job
Mission Statement: DME Express is committed to always be available to our patients with high quality medical equipment and unmatched Customer Service.
General: The Assistant Customer Service Manager is responsible for managing a team who will offer unmatched Customer Service. You will oversee the daily operations to ensure all policies and procedures are followed. Maintain knowledge on clients including pricing and account specific information.
Responsible to:Customer Service Manager
Responsibilities and Duties of Assistant Manger:
1. Monitor team member productivity/quality standards.
2. Oversee the daily operations to ensure all policies and procedures are followed and assist team with questions/concerns.
3. Resolve Tier 1 patient/client complaints, as well as coaching team members if needed for continued improvement. Escalating to CSM if needed.
4. Creates schedule for Customer Service Representatives to ensure proper coverage for business needs.
5. Perform weekly one on one's with team members
6. Give feedback daily to all team members and document on the feedback log, sending to CSM weekly.
7. Possess extensive knowledge on team customers and account specific pricing.
8. Maintain a high level of professionalism with customers and patients through every call, email or other source of communication in order to portray the company in the best light.
9. Updates patient information and notes in DME Pro timely, efficiently, and accurately. Careful to follow up with router, service technician, Customer Service and whomever necessary when changes need to be made to an existing order, including cancellation of an order.
10. Promotes teamwork among co-workers that includes assisting fellow ACSMs, CSRs, routers, and field operations as needed.
11. Ability to work a flexible work schedule.
12. Demonstrates timeliness, courtesy, sincerity, and patience with dealing with customers and patients.
13. Understands and follows company handbook, and all company or customer safety and environmental policies.
14. Properly communicating with management about potential concerns and problems.
15. Accepts other duties and activities as assigned.
Qualifications for assistant manager :
Education : Graduate from an accredited high school or GED equivalent
Experience/Knowledge for assistant manager :
• Good organizational skills
• Detail oriented
• Ability to remain professional and courteous with customers and fellow employees at all times
• Willing to function as a cooperative team member
• Excellent verbal and written communication skills
• Clean and neat personal experience
• Have technological knowledge/skills (email, App, durable medical equipment)
. Great Customer Service skills
Physical Requirements :
• This role entails prolonged sitting in an office environment
• Must be able to perform at times squatting and crouching while pulling, lifting and shoving on boxes, supplies and equipment
• Must be able to complete all physical requirements as listed as well as any reasonable request during the duration of the job
