Customer Support

• Management and supervision of staff to ensure they are meeting the goals of the department and organization
• Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications
• Preparation, submission, and maintenance of customer service level reporting
• Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
• Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
• Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
• Management and oversight of internal customer service policies and procedures
• Oversee team activities including research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues; user setup and training; ongoing customer support; timely submission of control totals; weekly review of open customer service cases
• Virtual Card Reconciliation oversight (auto matching, manual matching) and monthly review of Virtual Card Reconciliation Reports and open items
• Participation in routine testing and production migrations for supported applications
• Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities, including reporting
• Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
• Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
• Maintain positive provider and supplier relationships
• Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result

Customer Care Manager

Technical Customer Care Specialist

Scholarship Programs Support Specialist

Bilingual Customer Service Desk Agent – English, Spanish

Treasury Management Client Support Specialist

Advanced Application Support Specialist