Fully Remote
Description
Purpose
We are seeking an experienced and dynamic Customer Service Supervisor to lead our customer support team. The successful candidate will be responsible for hiring, training, coaching, and leading customer support representatives, as well as building out customer service (CS) processes in collaboration with the Customer Service Manager. This role will establish and monitor key performance indicators (KPIs) and goals, provide subject matter expertise, and ensure optimal customer service delivery.
Responsibilities
- Hiring, Training, and Coaching: Recruit, train, and mentor customer support representatives, fostering a positive and productive team environment.
- Develop and enhance CS processes in collaboration with the Customer Service Manager, ensuring efficiency and effectiveness.
- Establish appropriate KPIs and goals for the customer service team, monitor these metrics monthly, and implement improvements as needed.
- Oversee the daily operations of the customer support team, ensuring consistent and high-quality service.
- Provide subject matter expertise on policies and procedures to healthcare facilities and internal teams, including Cardiac RSDs, KAMs, clinical team, and RPM sales team.
- Gather feedback from the CS team and sales team, and escalate concerns about service offerings to the Customer Service Manager, Monitoring Center Director, R&D, and Ops teams, including IT/DevOps.
- Conduct regular performance evaluations for the customer support team, identifying areas for improvement and implementing development plans.
- Develop and refine processes for conducting inbound and outbound phone calls, and coordinate new employee training on customer support processes and skills.
- Exhibit a high sense of urgency and properly document all interactions with patients or customers.
- Communicate professionally and diplomatically, maintaining excellent voice quality, dictation, and articulation.
Requirements
Qualifications
- Experience: Minimum of 3+ years in a related customer service or supervisory role.
- Cardiac Experience: Preferred but not required.
- Demonstrated computer agility with proficiency in Google Sheets, Word, PowerPoint, Excel, and Windows. Basic knowledge of cloud computing preferred.
- Previous experience managing an Interactive Voice Response (IVR) and phone application system.
- Ability to resolve conflicts and reconcile differences effectively.
- Experience with SalesForce and RingCentral is highly preferred.
- Proven ability to inspire leadership skills and facilitate a team environment.
- Intermediate proficiency with MS Office suite and Google Applications.
- Knowledge of medical terminology specific to cardiology.
- Ability to thrive in a fast-paced call center environment.
- Strong verbal and written communication skills.
- Ability to plan, organize, multi-task, and adapt to priority changes.
- Experience with Internet of Things (IoT) is highly preferred.
- Demonstrate a team-centered approach with a patient-first mindset and a positive attitude.
- Effective problem-solving skills with the ability to handle multiple tasks simultaneously.
Salary & Benefits
The estimated hiring salary range for this position is $65,000-$70,000. The actual salary will be based on a variety of job-related factors, including geography, skills, education and experience. The range is a good faith estimate and may be modified in the future. This role is also eligible for a range of benefits including medical, dental and 401K retirement plan.
