Customer Care Manager

Jackson Healthcare; Alpharetta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company-paid benefits

401k with company match

PTO 15 days/year

Tuition reimbursement

On-site daycare

Wellness clinic

Fitness center

Job summary

Jackson Healthcare in Alpharetta, GA is seeking a Customer Care Manager to oversee the daily operations of the Customer Care team, ensure timely and accurate workload completion, and coordinate scheduling and projects.

The role emphasizes developing associates, performance coaching, and driving process improvements; candidates should have strong leadership, CRM experience, and exceptional communication.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree or equivalent experience preferred.
• Experience leading customer service teams at a managerial level.
• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
• Strong ability to manage client relationships and provide excellent service.
• Experience with CRM systems (e.g., Salesforce) is preferred.
• Excellent communication and organizational skills.

Responsibilities

• Manage daily operations of direct reports and assign tasks to meet deadlines.
• Oversee documentation and organization to ensure information is easily retrievable.
• Direct team processes and ensure work aligns with company standards.
• Train and motivate associates; conduct performance evaluations and coaching.
• Interview and hire; implement engagement strategies and corrective actions as needed.
• Participate in team scorecard initiatives and lead process improvements.
• Attend leadership meetings and provide updates on team activity.

Skills

Leadership

Team management

Communication

CRM systems

Salesforce

Data analytics

Customer service

Time management

Problem solving

Education

High School Diploma or equivalent

Bachelor's degree or equivalent experience preferred

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Teams

Salesforce

Job description

OverviewLocumTenens.com has been leading the way in a booming healthcare industry since 1995. Locum Tenens is a Latin phrase meaning, “to substitute for.” When hospitals are understaffed, they rely on us to find them the right temporary physicians to fill in when needed. Every associate at LocumTenens.com plays a role in getting patients seen, no matter what they studied in school or what their role is here. Located in Alpharetta, GA, we boast a state-of-the-art campus featuring world-class amenities. There’s nothing ordinary about a typical day here, take a look for yourself: https://www.youtube.com/watch?v=sY9195GCJzQ.We are a Jackson Healthcare company and we are now the third largest healthcare staffing company in the U.S., serving more than 7 million patients in over 1,400 healthcare facilities.The Customer Care Manager is responsible for maintaining the overall efficiency and effectiveness of the Customer Care team. Responsible for coordinating all team functions and ensuring that workload is completed timely and accurately. Oversees the scheduling and processing of team projects, hiring and developing of associates, and miscellaneous operations functions. Trains and manages associates effectively with focus on associate development and engagement.ESSENTIAL FUNCTIONS AND BASIC DUTIES:Team Management – 80%Manages daily operations of direct reportsAssigns customer care team tasks in accordance with scheduled deadlines; ensures deadlines are metOversees documentation maintenance and organization to ensure that information is easily retrievedDirects team processes and procedures; ensures work is completed in accordance with Company standardsTrains and motivates associates to achieve desired goalsInterviews and selects candidates for hire; implements associate engagement strategiesConducts annual performance evaluations; coaches associates to maximum performanceCreates and delivers associate corrective actions and performance improvement plans as neededMaintains active knowledge of associate roles, workflows, and expectationsMay manage ongoing desk load when neededTeam innovations, Scorecard Initiatives, and other Projects – 20%Participates in and sometimes leads team and Company scorecard initiativesCreates and implements process improvements and partners with other managers to align best practicesSECONDARY FUNCTIONS (IF APPLICABLE)May work on special projects or other duties as assignedMay assist with Team Lead dutiesAttends leadership meetings and presents updatesSUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITYManages a team of non-exempt direct reportsCommunicates with clinicians and clientsQUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONSHigh School Diploma or equivalent required; Bachelor’s degree or equivalent experience preferred4+ year of related customer service and/or travel experience required, preferably at the manager levelPrior experience leading teams - directly or indirectly - preferredKNOWLEDGE, SKILLS, AND ABILITIESAbility to adhere to and exhibit the Company Values at all timesWorking knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and TeamsWorking knowledge of reporting and data analytics toolsWorking knowledge of Salesforce or relative CRM systemsAbility to successfully manage client relationshipsAbility to build relationships at all levels - internally and externallyStrong customer service mindsetStrong organizational and time management skillsAbility to work independentlyStrong communication skills - both oral and writtenAbility to work with sensitive information and maintain confidentialitySolid critical thinking and problem-solving skillsAbility to train, coach, mentor, and motivate othersAbility to negotiate and influenceKEY COMPETENCIES REQUIREDBuilds NetworksCommunicates EffectivelyDelegates EffectivelyDevelops Self & OthersDrives EngagementDrives Vision and PurposeStrategic MindsetTechnical SkillsPHYSICAL, MENTAL, WORKING CONDITION, AND TRAVEL REQUIREMENTSTypical office environment - sedentary with typing, writing, reading requirements. May be able to sit or stand.Speaking, reading, writing, ability to use a telephone and computerAbility to exert up to 10 lbs. of force occasionallyAbility to interpret various instructionsAbility to deal with a variety of variables under only limited standardizationWhat is in it for youCompany-paid benefits (Basic Life and AD&D, Short and Long-Term Disability, Employee Assistance Program, Compass Health Advocate and Transitions).Healthcare benefit options (Value Plan, High Deductible Plan with HSA, Healthcare FSA, Dependent Care FSA, Prepaid Legal Services, 529 Savings Plan, Pet Insurance).Paid parental leave.Company sponsored 401k plan with company matching.PTO that accrues at a rate of 15 days/year for 1st year and continues to increase with tenure.Tuition reimbursement for continuing education.An opportunity to work at a state-of-the-art facility in Alpharetta which features an on-site daycare and cafeteria, world-class fitness center and wellness clinic.DisclosuresSmoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles.As part of our employment process, candidates who receive a conditional offer may be required to undergo pre-employment drug testing.We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under the law.