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Technical Case Manager II
American Fork, UT / Austin, TX / Seattle, WA
Job Description
***This position is Remote***
Job Summary
This position is responsible to act as the primary customer service liaison between the customer and the company and lead all efforts required for resolution of highly complex and escalated issues. De-escalate, troubleshoot, plan, coordinate, and execute all activities required to reach resolution as quickly as possible. Pro-actively communicate internally and with the customer in a way demonstrates control over the issue and portrays confidence that a superior solution will be provided to the customer. Negotiate resolutions with clients in the best interest of customer and company alike for advanced problem resolution. Analyze customer issues to identify root causes and identify solutions to prevent or reduce the impact and frequency of subsequent issues. Lead the development of long-term solutions that improve the overall customer experience by identifying and developing new customer service processes and resolution procedures to ensure complete customer satisfaction. Mentor other Case Managers and support technicians.
What you will do
Must have:
What you get as a Henry Schein One Employee
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
Job Summary
This position is responsible to act as the primary customer service liaison between the customer and the company and lead all efforts required for resolution of highly complex and escalated issues. De-escalate, troubleshoot, plan, coordinate, and execute all activities required to reach resolution as quickly as possible. Pro-actively communicate internally and with the customer in a way demonstrates control over the issue and portrays confidence that a superior solution will be provided to the customer. Negotiate resolutions with clients in the best interest of customer and company alike for advanced problem resolution. Analyze customer issues to identify root causes and identify solutions to prevent or reduce the impact and frequency of subsequent issues. Lead the development of long-term solutions that improve the overall customer experience by identifying and developing new customer service processes and resolution procedures to ensure complete customer satisfaction. Mentor other Case Managers and support technicians.
What you will do
- Lead all activities to ensure the resolution of high-level and complex escalations:
- Ensure prompt attention to escalation requests.
- Work closely with customer, HSPS management, HSPS departments, and Henry Schein to troubleshoot, resolve and determine appropriate resolutions to high-level escalations.
- Serve as company liaison to all parties involved in the resolution of high-level escalations.
- Ensure customer closure in relation to concerns that arise regarding the escalation issues.
- Document appropriately all activities involved with the escalations
- Analyze each issue and across multiple issues in order to:
- Identify root causes.
- Recommend prevention/mitigation measures.
- Propose process improvements.
- Create meaningful statistical reports for management and present results.
- Create detailed customer account information for management as needed and present results.
- Mentor and coach other HSPS Representatives and team members with issues as needed.
- Proactive in soliciting and reporting product improvement opportunities.
- Lead special projects to improve support effectiveness and enhance the customer experience
Must have:
- Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
- Typically a Bachelor's Degree or global equivalent in related discipline.
- Intermediate project management, time management, communication, decision making, presentation, human relations and organization skills. Must have strong telephone skills, demonstrated customer service skills, a positive attitude, be detail oriented, and handle stress very well.
- Intermediate emotional intelligence, assertiveness, accountability, negotiation, strategic thinking, innovation, network agility, adaptability, and attention to detail.
- Advanced product knowledge and experience dealing with escalations is required.
- Intermediate knowledge of Microsoft Excel and Microsoft Word for generation of reports, memoranda, and presentations.
- Good understanding of industry practices
- Proficient with tools, systems, and procedures
- Basic planning/organizational skills and techniques
- Good decision making, analysis and problem solving skills with ability to multi-task
- Good verbal and written communication skills
- Good presentation and public speaking skills
- Good interpersonal skills
- Basic conflict resolution skills
- Developing professional credibility
- Advanced knowledge of hardware and networks, SQL and databases, and software and coding is a plus.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3+ years
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