Job Details

Level
Management

Job Location
Phoenix, AZ - Phoenix, AZ

Remote Type
N/A

Position Type
Full Time

Education Level
Undisclosed

Salary Range
Undisclosed

Travel Percentage
Undisclosed

Job Shift
Undisclosed

Job Category
Customer Service

Description

Position Summary:

The Manager - Customer Success Advocate position manages the operations of the Customer Success Advocate team, including multiple supervisors who lead and coach our Customer Success Advocates to deliver exceptional customer service. Working cross-functionally with other department leaders, this sets the, policies, procedures, and workflows, of the team. This position also develops training and service standards and monitors to ensure standards are met or exceeded. This position manages team operations in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality.

Job Responsibilities:

• Meets all deliverables and goals set by department.
• Meets all regulatory agency requirements as they pertain to job function.
• Manages day-to-day activities of multiple teams of Customer Success Advocates, including management of in-bound customer correspondence and test requisitions, customer phone calls, specimen ordering, and patient case discrepancy management.
• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work of multiple as needed.
• Works cross functionally with other department leaders to improve workflows and enhance customer satisfaction.
• Represents the Customer Success Advocate team in cross functional teams to ensure larger company projects include Customer Success input.
• Ensures service quality by monitoring team member performance, identifying performance issues and implementing corrective action as necessary.
• Hires and trains team members.
• Develops training programs.
• Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.
• Monitors employee's performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics.
• Provides regular feedback to all CSAs on their performance; identifies areas of improvement.
• Manages performance accountabilities for individual team members and team using a balanced scorecard approach, to include efficiency and quality.
• Collaborates with management as it relates to team member challenges dealing with performance and behavior.
• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports/tools.
• Provides on-going training and development of team members through effective coaching, motivating and proactive career development.
• Mentors, coaches and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.
• Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results.
• Actively supports and engages CSA in the quality process. Assesses training needs as identified, shares results in a timely manner, and provides training and coaching to drive continuous improvement.
• Supports new technologies as a tool for driving increased efficiencies and stronger results.
• Conducts regular team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates.
• Manages correspondence, escalated issues and requirements/regulations.
• Works collaboratively to problem solve and participate cross functionally with other teams as necessary.
• Maintains a high level of confidentiality to protect the concerns of the company, management and employees.
• Provides strong, consistent leadership and direction to the team, translates company and department vision into measurable goals and objectives for the team, and helps team members understand how they contribute to Caris' success.
• Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high-performance environment.
• Takes ownership for personal growth and career development of self. Focused on continuing to expand leadership skills, experience, and capability.
• Accepts other duties as assigned.

Required Qualifications:

• High School degree or equivalent required.
• Three to five years of experience in a supervisory/client services role is required
• Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening and reference verification. Also, individual must be fully vaccinated for COVID-19 by the date of hire to be considered for U.S.-based jobs, if not currently employed by Caris Life Sciences.

Preferred Qualifications:

• Bachelor's degree preferred.
• Minimum one year with Caris preferred.
• Experience in a laboratory role is preferred.

Core Skills & Competencies:

• Demonstrated leadership and interpersonal skills and willingness to lead by example.
• Understands HIPAA and importance of privacy of patient data.
• Commitment to harmonious group relations. Attentive listening skills.
• Proven track record of successful achievement of goals/objectives; focused on results.
• Demonstrated ability to coach and develop employees.
• Ability to motivate and engage staff in meeting/exceeding performance goals.
• Ability to work effectively in a team environment.
• Demonstrated track record in managing change.
• Role Model for direct reports and peers.
• Strict attention to detail and organized.
• Ability to meet deadlines and work under pressure.
• Demonstrates flexibility and adaptability to shift gears according to the priority of tasks.
• Possesses a high degree of flexibility, accountability, and responsibility.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.
• Drive for Results (Service, Quality, and Continuous Improvement) - Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication - Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results. Ability to compose clear, concise, and professional written communication.
• Teamwork - Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus - Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.

Physical Demands:

• Will work at a computer some of the time as well as need to keep inventory and ordering records requiring the use of copiers, fax machines, and PDF scanners.
• Must possess ability to sit and/or stand for long periods of time.
• Must possess ability to perform repetitive motion.
• Ability to lift up to 30 pounds.
• May have exposure to high noise levels in the data center.

Training:

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other:

• This position requires periodic travel and some evenings, weekends and/or Holidays.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Interested parties should use the link to apply and email their resume to [email protected]. #LI-PW1