• Customer Management Specialist

    Location US-PA-Chadds Ford
    Posted Date 4 days ago(8/10/2018 9:59 AM)
    Job ID
    Experience (Years)
    Customer Management Specialist
    Customer Service/Support
  • Overview

    Provides administrative support to Associates, Associate Managers and Divisional Vice Presidents daily.  Provides accurate and timely solutions for customer inquiries in a timely and professional manner.  Responsible for overseeing the satisfaction of customers as it pertains to all operations functions of company.





      • Customer Management Responsibilities:

        • Answering phones and emails
        • Research and resolve customer account problems and issues
        • Resolve all requests received within 24 hours
        • Work with manufacturers, billing, accounting and senior management to resolve pending invoice and credit issues
        • Provide website set up and customer navigation training
        • Assist with monthly statements
        • Input hearing aid orders
        • Assist with daily reconciliation
        • Set up customers with Adobe connect access


        Sales Division Responsibilities:


        • Complete monthly expense reports for Divisional Vice President (DVP)
        • Maintain sales division team calendar
        • Actively participate in sales division team conference calls
        • Plan and execute Employee Development Meetings
        • Set up all division meetings in Cvent
        • Source locations and complete contracts
        • Coordinate the mailing of designated training materials to class facilitator prior to meetings
        • Send invitations and reminders
        • Conduct calls to confirm attendance with all prospective attendees
        • Ensure meeting materials are returned upon meeting completion
        • Collect and submit CEU information if applicable
        • Distribute surveys to participants
        • Reconcile final invoice with hotel
        • Complete budget
        • Send tele-training reminders
        • Update master spreadsheet as necessary
        • Add new leads and contact notes and update information and staff changes into CRM
        • Oversee reconciliation for Inside Sales
        • Performs other duties as assigned by the Director of Customer Management
        • Maintain patient privacy in compliance with HIPAA  federal guidelines and AHAA policies and procedures




    • Education:  Associates degree or equivalent experience, Bachelor’s degree preferred

      Experience:  Minimum 2 years of experience in customer service or sales support


      • Excellent relationship building and relationship management
      • Sales spirit necessary
      • Experience with Customer Relationship Management (CRM) system
      • Ability to communicate effectively with others
      • Willingness to strive to get ahead or to finish projects
      • Excellent organizational skills
      • Strong attention to detail
      • Ability to handle multiple project tasks ensuring deadline compliance
      • Thrives in a fast-paced environment
      • High proficiency in Excel, Word and PowerPoint
      • Work Schedule: Monday-Friday; 8:30 AM – 5:30 PM

        One late night 10:30 – 7:00



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