Director of Customer Service
Here at Serenity, our mission is to help our patients 'take back their lives' through providing innovative and alternative treatment options for a variety of mood disorders. Our customer care team is critical to our mission of helping these people. In this role, you will support multiple physician practices across the country as the first point of contact with our patients as well as handling critical, centralized processes. In addition, we expect our employees in this center to be patient focused and people-centric.This role sets the tone for the quality of the patient experience and is a great opportunity to grow your career and make a difference for those who need it most.
Responsibilites
- Directs and oversees department staff to ensure effective operation.
- Ability to use and interpret data to monitor complex processes.
- Monitor department metrics, performance criteria, policies.
- Establishes service levels and requirements for the department.
- Ensure compliance with regulatory requirements impacting customer care function.
- Manage hiring, training, retention performance.
- Identify trends and recommend appropriate solutions to continuously improve performance and drive engagement.
- As we are rapidly expanding, this role requires someone who is comfortable and motivated to build out our customer care team.
Qualifications
- Strong leader with 5-10 years of experience managing a large team in a successful environment, preferrably in a company's early stages or start up company.
- Experience working in high volume customer service or call center environment.
- Experience with Inbound communications and Incontact software highly desired.
- Ability to identify, coach and measure critical core competencies and essential performance metrics for your team.
- Passion for helping and supporting those that struggle with mental health.
- Demonstrated ability to consistently make appropriate decisions while juggling multiple priorities.
- Understanding of company mission and ability to align priorities accordingly.
- Highly organized with keen attention to detail.
- Self-motivated and driven.
- Refined customer service skills, communication skills and critical problem-solving skills.
- Comfortable communicating with all levels of professionals.
Benefits
- Competitive Pay
- Medical, Dental, Vision (Serenity covering 90% of your insurance premium!)
- Life insurance
- Flexible spending account
- Paid time off
- 10 Major Holidays off
- 401k
- Paid bi-weekly treats & lunches
- Onsite Fitness Center
Who We Are
Using advanced medical devices, we give our patients long-term success even when other treatments have failed. Serenity Healthcare is a company that is committed to creating the finest patient experience. We ensure this by investing in our employees, as success with our mission requires cultivating a culture that is people-centric, collaborative, positive, proactive, and open to opportunity for personal and professional development.
Trigger Warning: In this role you will interact with patients that are suicidal and have suffered significant traumas and you will hear their stories as you support them in their healing process. This may be triggering for some candidates.