National Manager of Customer Care and Quality Assurance

Company Overview

DORN Companies, leading the country in wellness-based ergonomic and injury prevention is looking for a full-time National Manager of Customer Care and Quality Assurance professional to join our team. It is an exciting time for DORN as the company continues to grow adding new services and products. We are looking for someone to join or fast paced culture and be a part of a growing organization!

Location: Highlands Ranch/Denver, CO

Hours: Full-time

Purpose of the position: To advocate for the customer by knowing their needs and concerns, being the voice of the customer in internal discussions, and creating and driving data-driven quality initiatives to ensure DORN programs are effective and exceed client expectations through internal scalable goals.

Responsibilities, Customer Care:

· Advocates for client needs in meetings and drives changes and policies as needed based on data and trends.

· Analyzes and presents internal data from DORN software and Microsoft Excel, through PowerPoint, to create reports and creative presentations for individual sites or overall client companies quarterly and/or yearly in an effective rotation.

· Effectively communicates with each client site’s EHS, HR and upper management in strategic discussions and presentation reviews to present program outcomes, updates to their DORN program coverage, listening for their needs, and bringing their concerns to the team (mentor and management team) to ensure program effectiveness and measure DORN deliverables.

· Builds relationships with existing and newly onboarded clients to cross sell and upsell new products and services.

· Documents and tracks communications with sites utilizing internal software.

· Manage contracts through contract management process to maximize opportunities and contract value.

· Monitors and maintains monthly and quarterly Customer Care and Quality Assurance Key Performance Indicators of internal data and financial growth reporting.

· Communicate and confirm any price increases or additional costs per structured, contracted guidelines to current clients/sites which may include overall cost increases, admin fees per available provider coverage, admin fees per contracted tech support, etc.

· Takes ownership of project management with Operations team for onboarding new clients, ensuring smooth coordination and excellent communication between new site contacts and DORN Operations, Recruitment and Finance.

· Works closely with Operations team to grow Key Performance Indicators and leverages this information to drive new business and/or identify areas of improvement within DORN programs and client sites.

· Handles customer complaints including investigations, making recommendations, and driving solutions.

Responsibilities, Quality Assurance:

· Creates and maintains monthly Quality Dashboard to monitor strength of program deliverables and identify areas for improvement.

· Conducts internal Quality Audits to identify solutions to common and/or sudden issues and develop action plans with structured follow-ups to realize solutions.

· Assists in DORN policy development or revision to solve ongoing areas of concern and operational issues.

· Facilitates ongoing problem solving and documents the recommendations and outcomes to maximize DORN program effectiveness based on site feedback and ongoing program data.

· Incorporates change management principles into team discussions and KPI reviews to maintain company-wide priority in Quality.

· Analyzes internal data trends to create presentations for specific marketing and sales case studies as requested.

· Work with DORN Marketing to develop materials such as posters and mini case studies as needed for driving program interest with potential leads and for overall engagement with current clients.

· Any other duties as assigned.

Required Skills & Experience

· 3-5 years of customer service, account management or comparable experience

· Bachelor’s degree, preferably in business is desirable

· Must be dedicated to providing outstanding customer service

· Ability to communicate clearly, orally and in writing

· Ability to work independently and in team environment

· Occasional travel to meetings, conferences or outside training may be required

Must have qualities:

· Must Love Helping People! Both internally and externally

· High level of attention to detail

· Data analytics required

· Problem solving skills – Solution oriented

· Be an effective and positive team member

· Strong MS Office (Word, Excel, Power Point) experience (MONDAY experience a plus)

All successful candidates must pass a background check and drug screen and must adhere to company’s ethics policies. Fully vaccinated candidate desired.