Full-Time Manager, Customer Care

• Management and supervision of staff to ensure they are meeting the goals of the department and organization
• Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications.
• Preparation, submission, and maintenance of customer service level reporting
• Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
• Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
• Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
• Management and oversight of internal customer service policies and procedures
• Research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues.
• User setup and training
• Ongoing customer support
• Timely submission of control totals
• Weekly review of open customer service cases
• Virtual Card Reconciliation, to include auto matching, manual matching, and weekly oversight of virtual card reconciliation
• Monthly review of Virtual Card Reconciliation Reports and open items
• Participation in routine testing and production migrations for supported applications
• Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities.
• Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
• Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
• Maintain positive provider and supplier relationships
• Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result

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