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Customer Service Manager

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Location
Dallas, TX
Salary
$65,000 - $75,000
Job Type
Direct Hire
Date
Dec 14, 2017
Job ID
2535921

About the Career Opportunity:  A client of ours a Medical Device established company  is looking for a focused Customer Service Manager.This is an opportunity to have a big impact in helping people.If you are looking for the next step in your career don’t hesitate.The company culture consists of determined and committed, entrepreneurial thinking business people dedicated to the successful treatment of patients  with a more comfortable treatment alternative on a global basis.    Job Description:

  • Full management and leadership responsibility for the Customer Service Department of 10 people.
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Full accountability for all department processes and procedures to achieve a high level of quality service and customer satisfaction
  • Manage and measure output and results to agreed department KPI’s
  • Adherence to all company standards of quality and service
  • Build and manage of team (10+ FTEs) to ensure high productivity and effectiveness   
  • Relentless pursuit of customer service quality & improvements
  • Collaborate with operations team to provide regular reporting of customer service metrics
  • Provide regular metrics to measure effectiveness of CS function
  • Reporting to the Director of Operations

   Qualifications/Skills:

  • Minimum 5 years’ experience as customer service manager in at least a medium sized business with proven management skills and direct responsibility for 8+ employees
  • Strong leadership, proven analytical skills and the ability to manage and direct processes with the department
  • Strong commitment to quality and continuous improvements
  • Ability to learn and train new employees on customer service processes
  • Ability to listen to customers’ questions & issues and identify solutions to quickly address these problems
  • Strong written and verbal communication skills  
  • Excellent attention to detail
  • Ability to address dental customer needs and service delivery at a high level
  • Initiative to drive areas within business that can be improved upon
  • Ability to prioritize multiple projects and tasks
  • Collaborative and team oriented in nature and attitude
  • Passionate for providing the highest level of customer service
  • Experience in coaching or leading teams
  • Understanding of effective coaching techniques
  • Ability to create and continually support team members through individual development plans
  • Strong listening skills
  • Positive communicator who understands when necessary to have feedback conversations
  • Ability to confidently facilitate team discussions and communicate business managers
  • Maintains a high level of professionalism and approachability
  • Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
  • Expertise in Microsoft’s suite of products (Word, Excel, PowerPoint)

 Education: Undergraduate Degree in Business or Liberal Arts Studies.  Training in dental and/or medical industries.  Customer Service training a plus  Knowledge & Skills: Knowledge of customer service function, knowledge of business software programs and ability to work with personal computers and databases.  People management skills and ability to train & develop team members.  Ability to communicate orally and in writing, ability to read and understand healthcare-related information, and ability to maintain patient confidentiality.  High problem-solving skills.


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