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Customer Support Manager

LOCATION: Tampa, FL
REMOTE ELIGIBLE: On-Site Only
TRAVEL REQUIREMENT: No travel required
REQUISITION ID: 841
<p>Customer Support Manager is part of the Customer Experience and Engagement team which is focused on ensuring we are easy to do business with and our solutions provide value to our customers. The Customer Support Manager is responsible for working directly with customers on the timely resolution of customer issues and partnering with internal teams to ensure customer loyalty. This position will serve as a key business contact for the customer and will ensure the successful risk management, revenue management and relationship engagement of the healthcare provider customer accounts.</p> <p>Duties and Responsibilities:</p> <ul> <li>Handling inbound cases for customers; delivering quality and timely resolution of inbound case assignments, including researching, diagnosing, and resolving customer questions or problems within required turn-around times including quantifying business impact of customer case to the organization;</li> <li>Suggesting solutions and sound alternatives to cancellation requests and processing order changes;</li> <li>Building strong relationships with internal teams, driving the resolution of customer needs and issues cross-departmentally, effectively prioritizing and escalating customer issues to the appropriate internal teams and Team Leads;</li> <li>Working with customers to increase adoption and utilization and manage customer retention efforts and contract renewals together with sales and the Retention Specialist;</li> <li>Troubleshooting issues when appropriate, escalating as needed, and following up promptly to ensure customer satisfaction;</li> <li>Developing and executing a portfolio plan to achieve retention targets for their named customer portfolio;</li> <li>Utilizing and documenting in Salesforce CRM and other sales automation tools to provide internal stakeholders with visibility to customer performance and ensuring the organization has a focus on the high-return opportunities and activities;</li> <li>Independently identifying risk and use of sound judgement to escalate customer issues and barriers to continued success to Team Leads;</li> <li>Maintaining wide range of knowledge of <p>Guided by a mission to help Inovalon is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare.</p> <p>Through specialized, easy-to-use applications and data analytics that work together, customers of all types and sizes across the continuum of care – rely on Inovalon to help optimize reimbursement, care quality and staffing.</p> <p>Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of Inovalon, you’ll grow with a company that wants you to succeed. To support you, we provide the teams, the latitude, the support and the culture so you can try new things, broaden your experience, and grow and succeed with us. Join our team and help make Inovalon a great place to do great work.</p> <p><strong>&nbsp;</strong>The Customer Support Specialist I will respond to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon Network’s supported products.&nbsp; This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors.&nbsp; Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue.</p> <p><strong>***This is a full-time position that will provide a competitive hourly rate as well as a full benefits package, including no nights and weekends as our facility is open Monday – Friday 8 AM To 8 PM EST. ***</strong></p> <p style="text-align: center;"><strong>***This is a hybrid role, working in office and remote during the week, this is not 100% remote ***</strong></p> <ul> <li>Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools</li> <li>Contact and interface for customers regarding support, troubleshooting and problem resolution</li> <li>Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution</li> <li>Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process</li> <li>Document all activities with customers in CRM per defined process and procedures,</li> <li>Resolve open cases within specified guidelines</li> <li>Elevate issues following escalation procedure timely and as appropriate</li> <li>Other duties as requested and/or determined</li> </ul> <p><strong>&nbsp;</strong><strong>Minimum Qualifications</strong></p> <ul> <li>High School Graduate or General Education Degree ( GED )</li> <li>Minimum 1-year experience in customer service</li> <li>Experience multi-tasking in a fast paced, detail-oriented environment&nbsp;</li> <li>Experience working independently</li> <li>Experience working with cross-functional&nbsp;teams&nbsp;</li> </ul> products/services, working as a part of a collaborative team;</li> <li>Working to identify and/or develop upsell opportunities for the sales team;</li> <li>Supporting the inbound customer phone queue as needed/necessary;</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer; and</li> <li>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</li> </ul> <p>Job Requirements:</p> <ul> <li>Minimum of 1 year of experience in sales, marketing or customer service;</li> <li>Personable, energetic, positive and enjoy working with people daily;</li> <li>Ability to communicate effectively both verbally and in writing;</li> <li>Demonstrate critical thinking and problem-solving skills;</li> <li>Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook);</li> <li>Demonstrate a continuous learner mindset by taking initiative and maximizing product education, leadership, and professional development through company resources;</li> <li>Capability to adapt;</li> <li>Negotiation skills; comfortable with difficult conversations.</li> </ul> <p>Education:</p> <ul> <li>Bachelor’s degree or equivalent experience.</li> </ul> <p>Physical Demands and Work Environment:</p> <ul> <li>Sedentary work (i.e. sitting for long periods of time);</li> <li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li> <li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li> <li>Subject to inside environmental conditions; and</li> <li>There is no travel for this position.</li> </ul><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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