Customer Service Team Manager

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Description:

Customer Service Representatives will be responsible for providing phone and technical support for 20 hours per week, Mon – Friday between the hours of 8 AM – 5 PM Eastern Standard Time primarily focusing on Breast and Skeletal Health.

This Clinical Phone Support Specialist role allows you to utilize your experience in a way that does not involve patient care. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field. This role is a remote position that will require access to internet and availability to work in Eastern Standard Time.

Benefits:

In addition to working with a company that strives to provide employee growth and opportunity, employees can:

• Develop strong leadership skills and interact with peers in the healthcare setting without patient care responsibilities.


• Be at the forefront of cutting-edge medical device technology


• Gain professional growth and exposure to medical device industry.


• Access to continuing education via Iqvia Learning Center

Responsibilities:

Customer Service Team Manager:

• Keep both the company goals and customer expectations in mind when overseeing daily operations.


• Responsible for meeting or exceeding all performance goals as well as coaching and providing career development to team members.


• Excellent organizational skills, ability to multitask, and the ability to work well with all levels of management and support staff and have exceptional customer service skills.


• Manage and oversee the entire daily operation of the department in accordance with established policies and procedures.


• Take incoming calls from team and customers to assist with the goals of the program.


• Manage team members who are assigned varied duties.


• Administrative duties may include reports.


• Supervise, direct, and monitor personnel in the completion of their duties; adjust as necessary to ensure on-time performance and quality customer service.


• Monitor queue and handle customer inquiries and questions.


• Follow up with customer inquiries by taking specific action in a timely manner.


• Listen to team calls to ensure quality and provide feedback to team.

Job requirements:

Customer Service Team Manager:

• College degree required.


• Should have significant experience of coaching either face to face or in a virtual space.


• Experience in data collection, analysis, reporting, and governance


• Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.


• demonstrated strong track record in driving continuous improvement in customer satisfaction.


• Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, and Statistical analysis tools

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IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is 27 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.