Customer Care Manager

Aetna

(Salt Lake City, Utah)
Full Time
Job Posting Details
About Aetna
Aetna is a diversified health care benefits companies, providing individuals, employers, health care professionals, producers, and others with innovative benefits, products, and services. It is serving an estimated 46.7 million people with information and resources to help them make better decisions about their health care.
Summary
This position acts as a single point of contact between Customer Support and our clients to manage commitments, escalate issues and track support tickets in a timely and professional manner.
Responsibilities
* Review and manage support tickets ensuring SLA compliance and timely, high quality communication with customers Create, review and deliver end of month customer issue reports. * Manage escalated issues by reviewing and tracking support ticket status and provide timely updates to customers. Act as the central point of contact for Severity 1 events. * Collaborate with the call center, product specific escalation teams, and product\tool development teams to be able to provide clear, accurate communications on customer issues. * Coordinate meetings with the appropriate Medicity\Aetna resources on customers behalf as needed. * Escalates to key stakeholders both internally and externally to instill confidence that their issues are being handled and that the Customer Advocate has support from Medicity Executive management team on their behalf. * Manage and communicate commitments to customers with courtesy and a sense of ownership. * Work with the Tier III team to produce change control forms (CCFs) and drive them to completion by advocating to the change control board. * Assist with coordination of upgrades as required. * Work with the escalation management team to monitor the progress of feature requests\enhancements and\or software bugs identified. * Focus on building long lasting professional relationships with customers and be familiar with clients' architecture, infrastructure, and business goals. * Responsible for customer wide distribution of known issues e.g. system wide outages.
Ideal Candidate
* A minimum of 3 years experience in a client management or technical support role * Excellent written and verbal communication skills * Ability to clearly articulate technical and business concepts. * Experience in setting realistic customer expectations when dealing with tight timelines and demanding clients **EDUCATION:** * The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience. **FUNCTIONAL EXPERIENCES:** * Functional - Customer Service//1-3 Years * Functional - Project Management//1-3 Years

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