Ensure new team members understand and are able to follow policies and procedures
Be a leader in our quality program; regularly review Member Services cases to gauge quality and standard adherence.
Coach and mentor Order Desk and Member Services staff on improving support and service quality based on quality scores.
Review Order Desk and Member Services surveys for feedback and follow up with members who have provided negative feedback with a focus on how we can improve the quality of support.
Directly manage order desk specialists conducting regular 1on1s, regular performance reviews and provide guidance on personnel issues they encounter on their teams
Collect, validate, and analyze data on performance metrics, customer support, and quality assurance
Work with team trainer to coordinate department trainings
Write and facilitate performance reviews
Research and follow up on account contract invoice problems to identify and solve root cause
Handle service escalations as required
The quality of the team’s performance and overall performance metrics is your top priority and responsibility. You are responsible for the success of the team.
Associate’s degree or equivalent combination of education and experience
3-5 years relevant professional level work experience, ideally in Order Management or Deal Desk functions
Advanced MS Office skills required (Outlook, Excel, Word, etc.)
Ability to work in multiple accounting software systems such as Salesforce and Sage Intacct
Ability to identify process improvement opportunities and recommendations
Experience with Salesforce
Experience reviewing contract terms and customer quotes preferred
Experience reconciling customer invoices to customer contracts preferred
3-5 years of experience in a high volume, high intensity environment preferred
Service: Create Raving Fans
Accountability: Follow Up; Own Up
Attitude: Possess True Grit
Personality: Be Minty
Work Ethic: Be Rock Solid
Community Outreach: Give Back
Health and Wellness: Live Better
Resource Efficiency: Do Más With Menos
Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.
#LI-ONSITE
