ABOUT spencer®

Spencer Health Solutions (www.spencerhealthsolutions.com) is transforming healthcare by moving care delivery to the home through the company’s spencer® medication adherence and engagement platform. The spencer FDA Class I technology enables virtual care by connecting patients, clinicians, pharmacists, and family members digitally.

The Morrisville company offers the right candidate an opportunity to be part of a high-performing team in the development of cutting-edge medical technology at the exciting point of market entry through leading health technology distributors in the US, Canada, and Europe.

SUMMARY 

The Customer Service Manager is responsible for ensuring the satisfaction of a user’s experience with Spencer support. To provide excellent customer service as well as critical feedback to the team based on reporting and data analysis. Additionally, the CSM is responsible to manage the internal service offering as well as Third Party Service Partners.

RESPONSIBILITIES

• Assist in Optimizing our Case Management, Product/Service Reporting, and Training/Certification Programs.
• Manage the relationship of Third-Party Service Partners; this includes SHS satisfaction, customer satisfaction, and compliance
• Manage internal Level III support team
• Be an advocate for our customers; including pharmacies, partners, and end-users
• Interface with Engineering, Manufacturing and Supply Chain to enhance the customer experience
• Manage the defect review process (e.g. material defect reviews, field incident reporting, etc.)
• Develop, implement and review Customer Satisfaction Surveys 
• 25% travel, necessary when resolving escalated issues and presentations to key stakeholders
• Point of escalations concerning issues from third Party Service Partners 
• Monitor and audit customer-facing programs to comply with FDA regulations 
• Develop, implement, review and react to metrics

• CRM reporting
• Support ticketing and reporting
• Call support structure
• Creating processes
• Strong interpersonal skills
• Strong communication skills
• Strong Call Center knowledge, minimum of five years of Call Center experience
• Proactive, self-directed
• 4-year college degree in a complementary discipline or equivalent experience 
• 5-10 years’ experience in customer service management
• Experience in CRM Integration and Optimization (NetSuite)
• Experience with service ticketing systems and optimization (JIRA)
• Exceptional written and verbal communication skills
• Proven leader
• Willingness to help others and passion to meet customers’ needs
• Preferred experience with SalesForce/Service Desk

Spencer Health Solutions is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and the basis of disability or any other federal, state or local protected class.