Customer Service Account Manager - ON SITE

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We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Position Overview

The Customer Service Account Manager, whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.

The Customer Account Manager will oversee all operational and administrative processes associated with the Customer Service department. This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.

The Customer Account Manager should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.

The impressions we create when we interact with those people who seek us out will play a significant role in establishing favourable customer experiences. The Customer Account Manager will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel.

The Customer Account Manager will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.

Essential Duties:

• Inspire and drive customer success culture across the commercial organization.
• Identify and execute effective solutions to address all client’s critical business issues.
• Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.
• Oversee the development of the Customer Utilization report to support business growth and strategic initiatives.
• Define and track account KPIs to measure effectiveness of the account; be responsible for preparing and communicating executive summary of progress and achievements within accounts to commercial team.
• Partner with the Customer Service team to develop efficiency and process improvements to enhance the customer experience.
• Handle and resolve escalated complex customer requests or complaints, as appropriate.
• Maintain a high level of account expertise and management as it pertains to Exact Sciences’ international partners and accounts.
• Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
• Oversee order fulfilment for all orders originating in EMEA, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
• Assist with effective communications across intra-department teams, with a primary focus on the daily activities and needs of Customer Service International Team.
• Maintain a productive operational relationship with the Information Technology, Commercial and Customer Service teams.
• Represent Customer Service in inter-departmental meetings, conference calls, and presentations as it relates to International.
• Address all clinical inquiries referencing the scripted responses available on our knowledge database or according to common sense and training.
• Triage inquiries to the appropriate person, office or department accordingly, while supporting a seamless experience for the customer.
• Provide inside sales support to the field sales staff: Regional Oncogenomic Liaisons (ROLs) Country Managers and Director of Sales Ops when needed.
• Work with management to identify and execute a personal development plan to increase/enhance performance level and overall contribution to the company.
• Ability to handle multiple projects at the same time but remain organized; strong sense of urgency for schedules.
• Ability to receive little instruction on day-to-day work, general instructions on new assignments.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to travel 40% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in business administration, Science, or related field as outlined in the essential duties; or High School Degree/General Education Degree and 4 years of relevant experience in Customer Service or relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.
• 6+ years of experience in customer service.
• 4+ years of experience leading or directing people and/or project teams.
• Demonstrated ability of good judgement in method selection and techniques to obtain solutions.
• Strong understanding of customer service, billing, insurance, and/or data entry.
• Advanced proficiency in customer service systems.
• Proficiency in Microsoft Office, to include Word, Excel, PowerPoint, Outlook, SharePoint.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• A high level of empathy, enthusiasm, and self-confidence.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• An excellent team player – highly effective in working with others but also capable of working independently as necessary.
• Ability to multi-task and an attention to detail. Must be able to work in a fast paced, time-sensitive environment.
• Highly effective at overcoming obstacles – tenacious and resilient.
• Conflict resolution skills a must.
• A deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both the field sales team and health care providers.
• A willingness to adhere to strict procedures for database management and approved responses to selected queries.
• Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company.
• Must have superior interpersonal and organizational skills. Excellent listening, oral and written communication skills.
• Professional telephone manner.
• Experience following and/or developing Standard Operating Procedures (SOPs).
• Ease of working with internal and external groups in reinforcing policy as well as accepting suggestions for improvement.
• Superb follow-through skills and relationship management required.

Preferred Qualifications

• Clinical / Medical or Scientific background.
• Fluency in English, and French.
• Minimum of 5 years Customer Service experience in Health Care, Lab or Pharmaceutical industry preferred.
• 3-5 years of experience in European billing and reimbursement a plus.
• Bachelor’s Degree preferred.
• Significant PC knowledge & Windows OS experience. Skilled competence with Microsoft Office Word, Excel, and Power Point. Salesforce.com a plus.
• No disqualifications for employment in the US (or any other jurisdiction outside the US) lab industry as determined by the Federal Government.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.