Job Opening: Associate Mgr Customer Exp. (Remote)
- Company
- Institute for Healthcare Improvement
- Location
- Boston, MA
- Posted on
- March 21, 2024
The Associate Manager, Customer Experience serves as a primary contact
for IHI prospects and customers and is responsible for helping with IHI
customer inquiries via phone, cases, and email. This position demands
thorough knowledge of IHI\'s programs and products to respond to
questions from existing and prospective customers. Position
Responsibilities: Responsibilities include but are not limited to the
following: Respond promptly and fully to written online, e-mail, and
telephone customer inquiries relating to www.IHI.org, general program
information, program enrollments and billing questions Understand and
help achieve IHI mission and goals - and be able to convey these to our
customers Manage several customer facing IHI email inboxes and case
portal, triaging responses Function in and support a fast-paced team
environment Build customer relationships and record account information
Provide world-class customer service Process customer payments Conduct
surveys and compile customer reports Assist with IHI social media Other
duties and projects as required, including proactive customer outreach
Position Knowledge, Skills, and Abilities: Excellent communication
skills (written and verbal) are required, including professional
telephone etiquette Familiar with CRM systems and practices Proven
customer support or sales success Ability to multi-task, prioritize, and
manage time effectively Highly motivated and detail-oriented Must
possess a strong working knowledge of Microsoft Office product suite
Ability to work in a dynamic, fast-paced environment Must be comfortable
making sales calls and developing customer relationships Commitment to
IHI Values Commitment to equity, anti-racism, and the improvement of
societal systems Position Qualifications: Required? BS/BA degree & 1 +
year of experience in a professional environment OR 3-4 years of
customer service experience Preferred? Experience with TopClass,
Aventri, and other CRM Prior experience with IMIS Association Management
System software At IHI, we are inspired to do our best work and be our
best selves by leaning into our values and uniting in our vision to
create a future in which everyone has the best care and health possible.
We ensure that people feel valued and supported in meaningful ways, as
demonstrated in our to-tal rewards package that features competitive
compensation, medical, dental and vision coverage, life and disability
plans, FSA plans, matching 401k contributions, tuition reimbursement, a
per-sonal development allowance to support what matters to you, a
professional development allow-ance to support continued learning,
respect for personal commitments and flexibility to manage them,
generous time off including vacation time, a paid week off between
Christmas and New Year\'s Day, wellness and wellbeing time, and other
special programs to support employee wellbeing. IHI is proud to be an
equal opportunity workplace and an affirmative action employer. We are
committed to equal employment opportunity regardless of race, color,
religion, sex or gender, marital status, national origin or ancestry,
disability, veteran status, military service, age, sexual orientation,
gender identity, genetic information, crime victim status, political
belief, and any other protected class under applicable law. We also
consider qualified applicants regardless of criminal histories,
consistent with legal requirements. If you have a disability or special
need that requires accommodation to complete our application, please let
us know. Veterans are encouraged to apply.