Client Support Manager
Job Description
The Client Support Manager is a vital role within the Practitioner Branch. This position is focused on overseeing and supporting all aspects of client relations, prospective clients, administrative processes, and the Client Support team.
The Client Support Manager must effectively communicate up and down the chain of command, knowing when to consult with the Practitioner Assistant Branch Leader and efficiently distribute information to team members. Needs to show effective management of people and projects, implementing efficient teamwork and accountability by knowing when and how to delegate and empower others.
The Client Support Manager is responsible for ensuring that the daily operations of the Client Support team are running smoothly and efficiently by managing and leading all Client Support team members while participating in implementing the daily team duties as well.
It is important that Managers demonstrate empathy, a positive outlook, and humility. They must practice self-awareness and detach from negative emotions that could influence decisions and the team. As the Client Support Manager will be working amongst other Specialists and Practitioners within the branch, they are expected to act respectfully and work as a team to help the entire branch succeed.
Job responsibilities for the Client Support Manager include, but are not limited to:
Management of Staff: Create and manage Client Support team members’ schedules, including monthly schedules, breaks, office hours, time off requests, etc. They will lead daily morning meetings to connect with the Client Support team. These meetings will include assigning lunch times, discovery calls, and specific job roles for the day, briefing the team on any housekeeping notes, and creating a plan for daily tasks. They will work with the Practitioner Assistant Branch Leader to delegate daily priorities to determine the flow of the day. Aid the Branch Leader and Assistant Branch Leader in planning branch events. Aid the Branch Leader and Assistant Branch Leader in training new staff members at the Branch Leader’s Discretion. Conduct regular one-on-one meetings with employees and conduct employee reviews at the Branch Leader’s discretion. They will be an ear to employees when concerns arise. They will show compassion and call employees higher using positive correction. They will work to create excellence within the Client Support team and lead by example in all areas.
Management Communication: Communicate up and down the chain of command to deliver pertinent information, updates, and challenges to the Assistant Branch Leader, recognize areas of needed improvement and initiate communication for solutions, handle conflict resolution effectively between team members, and seek to keep relationships positive throughout the chain of command, show extreme ownership in task/project failures and successes while providing resources and support to team members in order to achieve team objectives.
Client Care: Show empathy to all clients when communicating with them, whether through email, phone, or in person. Follow up with clients in a set pattern to check in, make sure they received proper documents, answer any basic questions, and respond to any emails and/or voicemails from clients in a timely manner. Answer questions to the best of their ability and connect with the Assistant Branch Leader or practitioners to answer any questions they are unable to.
Platform/Process Management: Make sure all processes are documented, communicated, and updated as needed. Evaluate and improve both administrative and communication processes within the Client Support team as needed to create a higher level of efficiency for client support. Take initiative to find solutions to challenges that come up with current client support systems, platforms, or processes. Communicates these ideas up the chain of command to the Assistant Branch Leader as necessary. Assist the leadership in implementing any changes necessary for client support.
Consultation Aiding: Keep track of clients and appointment times on consultation days to best assist the clients and practitioners. Make sure that clients have arrived for their appointment and are greeted kindly. Ensure the Client Support team fulfills all duties for supporting consultations, including the following: Call any clients who have phone consultations at the time of their appointment, and transfer to the appropriate practitioner when ready. Help any in-office clients after their consultation by finding products, checking out their tickets (products, lab tests, appointments), and booking any necessary follow-ups. Assist Practitioners in typing up and/or sending recommendation forms to clients after appointments, fill out lab test forms for clients, and prepare any shipments necessary if the client is remote. Prepare and hand out welcome folders to all new in-office clients and prepare all Lab Test ROF folders for in-office clients.
Client Scheduling: Ensure the Client Support team promptly responds to any submitted client paperwork. Assist and oversee the process of entering client information in the appropriate computer system as well as calling the potential client via phone to book a consultation, sending invitation emails to the client upon booking, answering any return phone calls or voicemails related to scheduling a consultation, as well as the booking of all Lab Interpretation consultations once lab test results have come in.
Discovery Calls: Oversee and conduct initial phone calls with potential clients to explain our services, process, and pricing. This role involves addressing questions, building rapport, and encouraging prospects to schedule an initial appointment. The goal is to provide a clear, engaging overview of our offerings and set the stage for a smooth client onboarding experience.
Sales: Uses sales techniques to encourage client investment in lab purchases and programs. The goal is to drive sales by ensuring clients understand the value and benefits of the recommended tests or programs.
General Administration: See that general administrative tasks are completed weekly to ensure the efficiency of the Client Support team and Practitioners. Make sure all printed documents are fully stocked, consolidate client paperwork, and prepare client folders with needed documents. Regularly check for new lab test results, print the results, save the results to the client’s online folder. Aid the Practitioners in creating new documents and educational documents (ex: diet, mold, coffee enema, etc.). Communicate and/or order necessary supplies for welcome folders, product information, office supplies, etc.
Building Management: Assists in the maintenance of annual, seasonal, monthly, and weekly management of building operations by ensuring daily maintenance tasks are completed. Keeps all maintenance schedules updated and current to reflect the needs of the building.
Starting pay based on experience: $17 - $19 an hour.