What are the responsibilities and job description for the Customer Service Manager position at Vitalant?
Organization BSI Business Group
Primary Location United States of America-Arizona-Tempe
Work Locations 1001 AZ Tempe Vitalant 1524 W. 14th Street Tempe 85281
Employee Status Full-time, Regular
Shift Day Job
Travel Yes, 25 % of the Time
Job Posting Close Date Dec 7, 2022
Job Function Sales
As an essential operation to the nation’s healthcare infrastructure and a science-based organization, Vitalant believes that being vaccinated helps provide protection and care for our employees, our donors, their families, and the broader community. With this in mind, Vitalant requires employees to be fully vaccinated as a condition of employment. Individuals applying for this position should be prepared to comply with the COVID-19 vaccination mandates of Vitalant and accordingly, will need to be vaccinated as of first date of employment unless an approved exemption exists prior to start.
PRIMARY PURPOSE:
Under limited direction, this position is responsible for meeting internal and external customer needs through effective assessment and intervention for Shared Services.
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.
Assures quality customer service to all customers.
Maintains good attendance and punctuality per the absence policy.
Serves as a liaison between Shared Services and customers. Remains knowledgeable of current Shared Services contact procedures and processes.
Provides support of customer base and responds to inquiries and resolves concerns. Monitors value added services to customers.
Develops customer service measurement methods. Tracks and reports results to management and customers. Provides routine reports related to operational status and progress of customer service.
Remains knowledgeable of competitive activities, economic, political, and technical information and developments that may impact satisfaction with customers.
Develops and maintains effective customer service through the development and presentation of employee and customer workshops and programs.
Develops scripts for the Customer Contact Center to attract and retain new and current donors.
Remains abreast of changes and developments in the blood banking industry related to regulations and standards and provides direction to implement required changes. Establishes and maintains a network of professional relationships.
Performs all other duties, at the discretion of management, as assigned.
REQUIREMENTS:
Knowledge/ Education
Bachelor’s degree or equivalent combination of education and experience required.
Licenses/ Certifications
None
Experience
Five years related experience required.
Multi-disciplinary monitoring customer service experience preferred.
Skills/Abilities
Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
Must be able to maintain confidentiality.
Ability to work effectively with all levels of staff and management to provide consistent high levels of customer service.
Effective oral and written communication skills.
Ability to think strategically and independently.
Must have analytical, statistical, personal organization, and problem solving skills.
Able to organize, prioritize, and execute a variable workload and multiple priorities.
Ability to establish priorities and follow through on projects, paying close attention to detail with minimal supervision.
Must have proficient computer skills.
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Vitalant offers the following benefits:
Health insurance Accident insurance
Health savings account Critical illness insurance
Dental insurance Hospital indemnity insurance
Vision insurance Business travel accident insurance
Flexible spending accounts Paid time off
Basic life and AD&D insurance Commuter benefits
Supplemental life and AD&D insurance 401(k) retirement savings plan
Short-term disability insurance Employee assistance program
Long-term disability insurance Education assistance program
Talkspace
Health insurance Accident insurance
Health savings account Critical illness insurance
Dental insurance Hospital indemnity insurance
Vision insurance Business travel accident insurance
Flexible spending accounts Paid time off
Basic life and AD&D insurance Commuter benefits
Supplemental life and AD&D insurance 401(k) retirement savings plan
Short-term disability insurance Employee assistance program
Long-term disability insurance Education assistance program
Talkspace
EEO/Minorities/Females/Disabled/Veterans
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to accommodation@bloodsystems.org or call 1-844-220-2612 to let us know the nature of your request. A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response.
For more EEO information about applicant rights click here
For information about Pay Transparency rights click here
Our organization participates in E-Verify, for more information click here
All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines.
All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company’s established guidelines
Salary : $61,300 - $77,600
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