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Customer Support Manager

ZNLabs, LLC

Location: Tampa, FL 33609 (Swann Estates area)
Type: Non-Remote
Posted on: October 29, 2020
This job is no longer available from the source.
Customer Support Manager
ZNLabs, LLC
-
Tampa, FL 33609
Do you love helping people ? Does the idea of building a team of customer service superstars excite you? Are you a superstar in the veterinary field searching for somewhere to really shine? Then you might just be our Zoetis Reference Lab (ZRL) Customer Support Manager!
Key Qualifications
• Friendly, welcoming approach to helping people, you have a natural ability to make people smile.
• Excellent problem-solving skills, with or without a defined process in place.
• 5+ years’ experience in a customer-facing role in the veterinary field required, including broad clinical knowledge and an understanding of veterinary diagnostic testing preferred
• 5+ years’ experience in a management role overseeing a customer-facing team in a veterinary or healthcare field preferred
• Strong analytical skills, with great attention to details.
• Excellent capability to conduct effective and productive meetings.
• Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
• Proven ability to manage projects, show initiative and think outside the box.
• Sound judgment in decision making ability.
• Flexibility with working hours, which may include hours outside of normal schedule
Description of Duties and Responsibilities
ZRL Customer Support Specialists are the primary support agents for our clients (veterinarians and veterinary staff). In this role, your responsibilities will include:
• Building training and supporting a team of Customer Support Specialists.
• Providing primary telephone and online support for all ZRL clients.
• Assisting new customer integrations such as creating user profiles in software systems.
• Supporting existing clients with clinical, technical, and billing questions.
• Providing exceptional customer service that builds high levels of customer satisfaction.
• Working closely with laboratory staff to resolve technical & clinical issues, including additions, changes and updates to lab requests.
• Leading additional projects and taking responsibilities based on interests and opportunities within ZRL (in other words, you like a challenge!).
• Tracking and reporting performance against objectives.
• Serving as backup to more senior customer service management in their absence.
• Providing coaching and mentoring to customer support team.
• Approving and implementing streamlining opportunities and process improvements.
• Managing contact center operations based on KPIs, metrics, SLAs and other relevant daily performance data.
• Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
• Recording statistics, performance levels and user rates of the contact center and preparing reports.
• Planning and maintaining staffing model based on business needs.
• Ensuring proper staffing, training & retention, consistent processes & procedures.
• Handling escalated customer inquiries or complaints.
Other Knowledge & Qualifications
• Strong interpersonal, written and oral communication skills.
• Robust organizational and time management skills.
• Flexible schedule and ability to respond to the demands of a national 7-day-a-week schedule required. Required availability includes nights up to 9:30PM EST and weekends.
• Bachelor’s degree in a related field preferred
Location, Compensation and Benefits
• Competitive compensation and a great healthcare plan
• Location for this position - Tampa, FL
About ZRL Laboratories Veterinary Diagnostics
Zoetis Reference Labs is full-service veterinary diagnostic solutions. We are focused on revolutionizing the reference laboratory space for companion animals. We are a team of friendly, motivated, and highly collaborative veterinary and business professionals looking for top tier people to join our growing crew.
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