Title: Remote Manager, Customer Experience Job Function: Customer Experience Work Location: Tennessee Work From Home ****Position Purpose:****
This position will own client relationship and will act as the escalation point for all programs services, projects and operational performance issues.
* Regional Representative for CE to liaise with Regional leadership to identify and resolve service issues. Identify root cause to issue types, root cause analysis and work with CE and regional management to resolve underlying contributions to service failures. Liaison, Coordinator.
* Applies project management skills including the ability to manage multiple client programs and client driven initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment.
* Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects.
* Participates in the development policies and procedures to achieve specific goals.
* Recommends new practices, processes, metrics, or models Strong writing/Grammar skills.
* Resolves and/or escalates issues in a timely fashion.
* Builds a knowledge base of each client's business, organization and objectives.
* Generate timely and concise communication to leadership regarding project status and pending issues.
* Manages various work plans to ensure project commitments are met - on time.
* Perform other duties and responsibilities, as assigned.
****Experience (North America & LATAM):****
* Bachelors degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
* 3-6 years+ experience managing an inbound inquiry-based customer service team (people, process, and technology) to deliver high-quality experience efficiently as well as managing sales support activities preferably in the health care industry.
* Proven performance in rapidly growing company with national presence.
* Competent in process improvement methodology and tools.
* Experience using CRM tools in business-to-business environment to support customer service activities.
* Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.
****Benefits:****
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
****Disclaimer:****
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.
Stericycle
Columbus Indiana
United States
Non-Executive Management
(No Timezone Provided)
Title: Remote Manager, Customer Experience Job Function: Customer Experience Work Location: Tennessee Work From Home ****Position Purpose:****
This position will own client relationship and will act as the escalation point for all programs services, projects and operational performance issues.
* Regional Representative for CE to liaise with Regional leadership to identify and resolve service issues. Identify root cause to issue types, root cause analysis and work with CE and regional management to resolve underlying contributions to service failures. Liaison, Coordinator.
* Applies project management skills including the ability to manage multiple client programs and client driven initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment.
* Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects.
* Participates in the development policies and procedures to achieve specific goals.
* Recommends new practices, processes, metrics, or models Strong writing/Grammar skills.
* Resolves and/or escalates issues in a timely fashion.
* Builds a knowledge base of each client's business, organization and objectives.
* Generate timely and concise communication to leadership regarding project status and pending issues.
* Manages various work plans to ensure project commitments are met - on time.
* Perform other duties and responsibilities, as assigned.
****Experience (North America & LATAM):****
* Bachelors degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
* 3-6 years+ experience managing an inbound inquiry-based customer service team (people, process, and technology) to deliver high-quality experience efficiently as well as managing sales support activities preferably in the health care industry.
* Proven performance in rapidly growing company with national presence.
* Competent in process improvement methodology and tools.
* Experience using CRM tools in business-to-business environment to support customer service activities.
* Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.
****Benefits:****
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
****Disclaimer:****
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.