Customer Solutions Manager

The Service Solutions Manager directs service solutions (problem resolution of escalated second tier
problems) functions, acting as Customer Advocate for process improvement in all aspects of operations. Responsible for
managing the worst offender process, service issue resolution, and problem tracking/reporting for sales representatives
and others. Oversees client communications, and prospective monitoring of key or jeopardized accounts and
management reporting.

1. Partners with the field sales, in particular Field Service Representatives and Customer Solutions Representatives,
Client Services, Billing, IT and all laboratory operations to establish relationships and problem solving processes that are
seamless to the external customer.
2. Assumes accountability for written client communication. Including but not limited to: drafting, editing, ensuring
compliance review, distribution, and correspondence filing.
3. Develop strategies for addressing chronic problems to facilitate permanent resolution.
4. Ensures compliance with the established quality system and actively participates in monitoring corrective action and
its effectiveness.
5. Oversees analysis of account problems and expedites their resolution; establishes practices to support field
representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts.
6. Responsible for deployment of client communications, in concert with standard operating procedures and corporate
communication when necessary.
7. Develops, coaches and mentors the Service Solution function and provides general supervision to ensure all tasks are
completed accurately and on a timely basis.
8. Ensure individual compliance with all company policies and government regulations.
9. Participate on National and Hospital Customer solutions best practice teams.
10. Provides oversight for client visit and Managed Care Day programs.
11. Oversees internal aspect of new client start-up process.
12. Coordinates sales training and Smooth Start programs.
13. Develops and ensures delivery of client specific quality reports.
14. Works with Managed Care organization in development and delivery of quality reports for GPO's.
15. Oversees the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).

Education: BA or BS degree, CLS or clinical laboratory technical experience preferred.

Work Experience: Four years professional work experience focused on problem resolution and teamwork within a
customer service environment. Two years supervisory experience.

Special Requirements: Broad understanding of the laboratory business and its service requirements. Proficient desktop
skills, including Excel, Word, ACCESS, Internet, etc. Demonstrated strong customer service and interpersonal
communications skills. Demonstrated strong writing and composition skills. Demonstrated success in developing and
motivating team members to reach objectives. Strong influencing skills. arly demonstrated