Manager - Client Services

Satellite Laboratory Services is looking to identify qualified candidates to assume the following role at our state-of-the-art laboratory in Redwood City, CA.

 

MANAGER-CLIENT SERVICES


This Manager will provide leadership and direction to the client support team for the laboratory by creating an environment that ensures improved customer satisfaction through a timely resolution of client service requests. This individual will drive high quality services through consistent service levels and business focused metrics.

 

Specific responsibilities will include:

· Providing direct supervision to Client Services team.

· Coaching and mentoring competent, productive, motivated staff to provide high quality client service.

· Working closely with the Vice President of Operations in establishing effective relationships among executives, managers, staff and customers.

· Assessing strengths and vulnerabilities of existing operational processes and practices; recommending solutions to maximize operational benefits.

· Managing and resolving multiple customer issues simultaneously.

· Assisting teams in analyzing, troubleshooting and resolving service requests.

· Improving customer satisfaction scores while managing employee development and knowledge management.

· Performance management, hiring and staffing

· Promoting achievement of organizational and Laboratory goals by exhibiting an effective and adaptable leadership style.

· Monitoring and ensuring delivery of services within established key success factors

 

REQUISITE SKILLS

Undergraduate degree is required along with a minimum of 7 – 10 years client service and/or call center management experience. Prior experience in the health care industry is strongly preferred.  Fully qualified candidates will have a strong understanding of call center and online service request management principles, metrics, and technologies.  The individual selected will have a command of service and support best practices and the ability to demonstrate their applications.
Additional qualities will include:

 

· Solid Client/Customer Service focus and the ability to work with customers and team members effectively

· Proven management skills

· Strong analysis and problem resolution skills

· Excellent verbal and written communication skills i

· Strong interpersonal skills, with emphasis on consensus and collaboration

· Effective change agent with ability to obtain results in a transformational change environment

 

COMPANY

 

Satellite Laboratory Services (www.satellitelabs.com) is the fastest growing end stage renal disease testing Laboratory in the United States.  Founded in 1984, our state-of-the-art facility in Redwood City, CA is home to a remarkable group of laboratory science and service professionals.  Satellite Labs uses the latest laboratory testing equipment and technology to provide its customers simplified management tools for improved efficiencies and lower operational costs. This includes LabCheck, a laboratory information system, which is a single system integrated at the ordering and reporting level for simplified laboratory services management.

 

The Company is a Clinical Laboratory Improvement Amendments (CLIA) licensed and inspected laboratory with quality assurance programs in place for all aspects of pre-analytic, analytic and post-analytic testing.  The facility uses stat-of-the-art equipment and performs routine maintenance and test validations to ensure accuracy and rapid turnaround times.

 

Please forward resume and salary information to:  resumes@satellitelabs.com

AA/EEO employer.