Customer Support

• Collaborate with both internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
• One-on-one coaching, counseling, and training of customer care associates.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide verbal and written feedback to customer care associates.
• Address training needs and performance management with employees as necessary.
• Respond to internal and external stakeholders to ensure quality issues are resolved.
• Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
• Interviewing and selection of new employees.
• Train and lead staff in all departmental operations, processes, procedures, and requirements.

Manager, Customer Experience

Customer Service Lead

Customer Service Representative

Director, Customer Support

Associate Customer Support Rep, Vet