The position of Customer Care Manager (CCM) is a strategic role within Agendia Inc., acting as the liaison between patients, clients and the laboratory based in Irvine, California. The CCM will drive the department’s growth and development and will report to the Senior Director of Marketing. The CCM is responsible for the coordination of activities, including the training and management of personnel, within the Customer Care department. The CCM is responsible for the day-to-day customer relations, often dealing with sensitive medical and patient information, therefore discretion and confidentiality are curial aspects of the job. The CCM will oversee all aspects of the Customer Care department and should be a highly self-motivated, hands-on and ambitious professional who delivers on commitments and constantly seeks opportunities to make improvements. By the nature of the role, the CCM should work well with all clients, industry vendors and Agendia staff alike.
Essential Duties and Responsibilities
Manage and administer the responsibilities of the Customer Care department. Maintain high quality customer relationships by handling the questions and concerns with speed and professionalism. Perform data entry and uses various software programs to ensure quality records. Follow all of Agendia, Inc.’s health and safety policies and procedures. Perform other related duties as required or assigned.
Additional Duties
- Coordinate relationship with Customer Care department in Amsterdam
- Implement and support customer service in e-synergy (LIS)
- Assist with billing and reimbursement
- Responsible for managing telephone and customer care applicable software programs
- Monthly updates of customer care initiatives
- New customer start-up
- Coordinate efforts with field sales team for client support
- Oversee logistics (via Therapak) set-up and delivery of Agendia Sample & Transportation kits
- Customer satisfaction surveys
- Tracking of samples from pick-up to report delivery
Supervisory Responsibilities
As Customer Care Manager, responsibilities will include hiring, training and ongoing supervision of Customer Care employees. The Manager will work in concert with the Director of Marketing to define departmental roles and workflow to ensure smooth operations and client satisfaction. The Manager will approve timecards, vacation requests and allowable expenses.
Education
Bachelor’s degree (B.A. or B.S.)
Experience
The ideal candidate will have a strong knowledge of customer care within the healthcare/lab industry with 5-7 years of customer service-related experience in the commercial laboratory industry and at least two years of management experience overseeing staff and general department responsibilities.
Additional Skills and Traits Required
- Strong organization skills
- Excellent communication skills (oral & written)
- Management skills
- Team player with positive attitude
- Honesty
- Reliability
- Discretion and loyalty
- Confidentiality
- Initiative
- Ambition
Application
Careers at Agendia Reference: Customer Care Manager


