Customer Care Manager-Enterprise Services

Sorenson Communications is seeking a Customer Care Manager to support customers utilizing accessibility and communication solutions including Video Remote Interpreting (VRI). This role serves as a primary customer support resource for enterprise, education and health care clients by assisting with onboarding, account management, billing inquiries, scheduling support, technical troubleshooting, and general customer service needs.

Responsibilities:

• Serve as a primary point of contact for enterprise customer support inquiries
• Respond to customer requests related to:
• Account updates and maintenance
• Billing and invoice questions
• Interpreting scheduling concerns
• Service inquiries
• Customer onboarding support
• Basic technical troubleshooting
• Provide professional, timely, and accurate communication to internal and external customers
• Track customer issues through resolution while providing status updates and follow-up communication
• Support onboarding activities for new enterprise customers
• Assist customers with account setup, service education, and scheduling navigation
• Coordinate onboarding tasks with Operations, Technical Support, and Sales teams
• Help customers understand service workflows, scheduling procedures, and support processes
• Assist customers with invoice questions, usage inquiries, and billing clarification requests
• Partner with Finance and Accounts Receivable teams to investigate and resolve billing concerns
• Maintain accurate customer records and account information within CRM systems
• Ensure customer account changes and updates are processed accurately and efficiently
• Support customers with interpreting scheduling questions and service coordination
• Escalate urgent service delivery concerns appropriately to internal operational teams
• Collaborate with Workforce Management (Scheduling), Interpreter Management, and Technical Support teams to resolve customer issues
• Monitor open customer requests to ensure timely completion and customer satisfaction
• Provide first-level support for basic technical issues related to enterprise services
• Assist customers with troubleshooting platform access, or user experience concerns
• Escalate advanced technical issues to the appropriate technical support teams when necessary
• Document customer issues and resolutions clearly within support systems
• Deliver exceptional customer service experiences with professionalism and empathy
• Identify recurring customer concerns and communicate improvement opportunities to leadership
• Contribute to the development of customer support documentation, knowledge base articles, and training materials
• Support continuous improvement initiatives that enhance customer experience and operational efficiency

Requirements:

• 4 Year/Bachelor's Degree or equivalent work experience
• 7+ years of experience in Customer Support, Customer Care, Account Coordination, Client Services, or related roles
• Excellent written and communication skills
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and priorities simultaneously
• Strong problem-solving and customer service skills
• Experience using CRM or ticketing systems such as Microsoft Dynamics, Salesforce, Zendesk, or similar platforms
• Proficiency with Microsoft Office applications
• Experience supporting enterprise, B2B, education or healthcare customers
• Experience in accessibility services, interpreting services, healthcare, education, or service operations environments
• Familiarity with scheduling systems or service coordination workflows
• Basic technical troubleshooting experience
• Knowledge of Deaf culture or accessibility-related services is a plus