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Manager – Customer Support in Franklin Township, NJ at William Demant Group

Date Posted: 9/9/2018

Job Snapshot

Job Description

Your Hearing Network, a new entrepreneurial division within one of the world’s largest hearing healthcare companies, is looking for a highly proactive Manager, Customer Support to oversee customer activities from our B2B member portal.  You will work closely with B2B customers as well as various business teams within the organization to ensure a positive customer experience.  Great for someone who wants to apply their customer support skills as a change agent for a new way of doing business.  Responsibilities include gathering customer feedback, developing FAQs, defining standard operating procedures (SOPs), tracking requests and response times, and providing reporting for all activities from our B2B portal This is a new position located in Somerset, NJ, and reports to the Vice President, Digital of Your Hearing Network.

Responsibilities
  • Provide a positive customer experience for our B2B customers using the Your Hearing Network portal.
  • Responsible for managing and supporting customer activities originating from our B2B business portal.
  • Will need to be knowledgeable of all aspects of the B2B portal, and act as the liaison between B2B customer and internal business teams.
  • Actively engage with multiple internal teams to deliver quick turn around and follow-up to our B2B customers.
  • Look for opportunities to improve and enhance existing processes.
  • Work both direct with B2B business customer and internal business teams.
  • Develop standard operating procedures for how to handle requests in the future.
  • Report and escalate issues identified, and track follow through to resolution.
  • Utilize information from interactions to enhance existing, or develop new customer facing FAQs.
  • Ensure that customer requests are received and handled in a timely fashion.
  • Provide activity and outcome reporting to team
  • Communicate effectively across internal business units as well as with external partners.
  • Create and enhance documentation, processes, protocols and standards.
Qualifications
  • Bachelor's degree and work experience in related field
  • 5+ years experience in customer support or client services
  • Energetic and positive attitude to work with varying stakeholders and get them through to the “final mile” of action and outcomes
  • Experience in documenting and developing processes and procedures
  • Excellent organization, multitasking, and prioritization skills  
  • Demonstrated initiative and resourcefulness
  • Excellent oral and written communication skills
  • Ability to present self professionally and intelligently to internal clients/colleagues, and to external partners
  • Healthcare experience preferred