Responsible for developing and maintaining relationships as the single point of contact for internal and external information regarding a specific client program.
This role serves as the voice of the client within the call center and coordinates, monitors and tracks deliverables to ensure quality service delivery to the client.
Duties and Responsibilities
Reviews and analyzes program performance to determine program needs
Approves personnel activities concerning hiring, training, development and performance management
Provides written performance appraisals
Acts when necessary as a problem solving escalation point for Supervisors and front line RAs
Meets forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
Identifies and oversees program / problem resolution
Maximizes potential of subordinates through coaching, development and effective performance management methods
Tracks client issues and maintains client correspondence and issue resolution
Supports Results’ goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and / or reduced operating expenses.
Review workflow to ensure improved
Dedicated to providing superior customer service
Naturally great with people especially on the phone
Exceptional, professional communication skills both written and verbal
Effective presentation skills are essential for this position
Skilled in developing and maintaining key professional customer relationships
Ability to think logically, communicate clearly and diplomatically with a wide range of users ranging from RAs to Executive Management and Clients
Excellent analytical, problem solving, and troubleshooting skills- ability to define problems, collect data, establish facts and draw conclusions
Ability to self manage, self motivate and be accountable for assignments and related deadlines
Competent with Windows and Microsoft office products
Strong typing skills