Customer Service Manager Job in Los Angeles 90230, California US
Customer Service Manager
Psychemedics was established in 1987 to provide testing for drugs of abuse using hair analysis. The corporation developed and patented the first commercially feasible hair test for drugs of abuse. Thousands of corporations in the United States and through-out the world rely on Psychemedics’ proprietary hair analysis technology for their pre‐employment and employee drug screening. Psychemedics has a long history of profitability and is headquartered in Boston and has offices in Dallas, Chicago, Los Angeles and Las Vegas. Psychemedics is a publicly‐held corporation listed on NASDAQ (PMD).
We are currently interviewing strong, dynamic candidates with experience as a Customer Service Lead or Manager. The candidate will be located in our Los Angeles, CA office.
Position Summary:
The primary responsibility of this position is to manage the Customer Services team in providing the highest level of support to our Customers and ensure that the resources and efforts of the support staff meet the needs of the organization. This position works directly with department heads and coordinates all support activities between various departments including the laboratory, IT, legal, marketing, sales and our Customers. This position oversees the day-to-day activities of the team in the delivery of customer services and support, ensuring issues and questions are resolved in a timely, professional and satisfactory manner. This includes aiding in the set-up of new programs, establishment of collection networks, and assisting in customer training; as well as, investigating, assisting and resolving issues in areas that surround our core functionality of testing for drugs of abuse using hair. This position reports to the Vice President of Customer Services.
Skills Qualifications:
The successful candidate will possess and be able to demonstrate the following:
- Bachelor’s degree preferred
- 2-5 years in a hands-on customer service leadership role within the past 5 years, Experience working with Third Party Administrators (TPAs), collection networks, and/or outsourced service providers a plus
- Must be well spoken, outgoing, organized, detail-oriented, dependable and flexible, and possess the ability to quickly learn and adapt to changing requirements
- Effective interpersonal skills required along with strong written and oral communication skills
- Ability to think “outside the box” and possess strong analytical, critical thinking and problem solving skills
- Team leader/player with ability to be flexible and willing to adjust work schedule to accommodate growing global exposure working with others in different time zones
- Proficient in Word, Excel and Outlook along with the ability to learn and use other internal software programs
- Pass pre-employment and on-going random drug tests
Responsibilities:
- Manage the day-to-day responsibilities of the Customer Services team, handle escalated customer inquiries, attend cross-functional meetings and represent both the Company and Customer Services teams interests and responsibilities with customers, partners, and other resources and vendors
- Develop tools and procedures to maximize service level, response times, first contact resolution and user satisfaction
- Lead and mentor team members by providing friendly motivation, guidance, coaching and training to produce a high performing, outstanding staff with a “customer first” focused attitude
- Communicate and enforce company/departmental policies, policy changes, internal processes and service goals with Customer Services staff to ensure complete transparency
- Establish and maintain high-level weekly/monthly/quarterly objectives and as-needed reporting to VP of Customer Services and cross-functional teams
Compensation Benefits:
Competitive salary, Medical, Prescription, Dental, Flexible Spending Account (health care and/or dependent care), short term and long term disability insurance and a matching 401K plan are available.
Psychemedics is an Equal Employment Opportunity employer per relevant federal/state non-discrimination statues.
Application Procedure:
Submit a cover letter and current resume through Monster.com