Experienced Full Stack Director of Customer Care – Post-Acute Care and Respiratory Services
Join a team that's making a tangible difference at careerzynith, a comprehensive post-acute care and respiratory services company. We're seeking an experienced Director of Customer Care to drive success in our dynamic work environment. This strategic and operational leadership role requires a strong and diverse skillset to develop, improve, and deliver exceptional customer service.
**About careerzynith**
careerzynith is a leading provider of post-acute care and respiratory services, focused on managing high-risk respiratory patients in their homes. With a growing team of over 400 members, we manage millions of lives annually and have one of the highest-rated satisfaction scores from both our customers and patients. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions.
**Key Responsibilities and Duties**
As a Director of Customer Care, you will be responsible for:
* Overseeing all aspects of Customer Support operations, including contact management, complaint handling, training, and service quality, customer implementation, and support for all careerzynith products and services.
* Developing and implementing strong training, monitoring, and continuous improvement at all levels in the department to ensure the best "Customer Experience".
* Acting as a change agent in the organization by influencing leadership on the importance of the service organization and acceptance of the customer experience service strategy.
* Measuring customer satisfaction on an ongoing basis and working as part of the team to foster continuous improvement of service and the customer experience within onshore and offshore staff.
* Developing and implementing methods to record, assess, and analyze customer feedback.
* Establishing performance metrics for customer service representatives that align with other departments, including Sales and Operations.
* Developing and implementing training and quality assurance programs for new hires and experienced employees.
* Identifying and recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention.
* Recruiting, interviewing, hiring, and training departmental supervisory staff.
* Providing constructive and timely performance evaluations.
* Handling discipline and termination of employees in accordance with company policy.
* Establishing service levels and requirements for the department.
* Acting as a liaison between the customer service department and other divisions in the company.
* Managing the department's budget.
* Performing other related duties as assigned.
**Qualifications and Experience**
* Excellent verbal and written communication skills.
* Excellent interpersonal and customer service skills.
* Excellent organizational skills and attention to detail.
* Strong analytical and problem-solving skills.
* Strong supervisory and leadership skills.
* Proficient with Gsuite or related software.
* Bachelor's degree preferred.
* At least five years of related experience required, preferably in the HME/DME industry.
**Benefits and Perks**
* Medical
* Dental
* Vision
* Flexible Savings Account
* 401K
* Voluntary Life Insurance
* Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
* Paid Training
* Paid Time Off
* Sick Time
* Remote Work Opportunity
* Growth Opportunities
* Employee Referral Reward Program
* Employee Discount Program
**What We Offer**
* A dynamic work environment with a growing team of over 400 members.
* Opportunities for career growth and professional development.
* A comprehensive benefits package, including medical, dental, vision, and flexible savings account.
* A competitive salary and bonus structure.
* A remote work opportunity with flexible hours.
* A chance to make a tangible difference in the lives of our customers and patients.
**How to Apply**
Ready to join our team? The first step is easy. Click apply now and we'll be in touch soon!
Apply To This Job
**Simple Application Process**
* Click apply now and submit your resume and cover letter.
* Our team will review your application and contact you for an interview.
* If selected, you will participate in a series of interviews and assessments to determine your fit for the role.
* Once selected, you will receive a job offer and begin your onboarding process.
**Connect With Us!**
* Company Website: https://careerzynith.com/
* LinkedIn: https://www.linkedin.com/company/careerzynith/
* Twitter: https://twitter.com/Careerzynith
* Facebook: https://www.facebook.com/Careerzynith/
* Instagram: https://www.instagram.com/careerzynith/
We look forward to hearing from you!
Apply for this job
**About careerzynith**
careerzynith is a leading provider of post-acute care and respiratory services, focused on managing high-risk respiratory patients in their homes. With a growing team of over 400 members, we manage millions of lives annually and have one of the highest-rated satisfaction scores from both our customers and patients. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions.
**Key Responsibilities and Duties**
As a Director of Customer Care, you will be responsible for:
* Overseeing all aspects of Customer Support operations, including contact management, complaint handling, training, and service quality, customer implementation, and support for all careerzynith products and services.
* Developing and implementing strong training, monitoring, and continuous improvement at all levels in the department to ensure the best "Customer Experience".
* Acting as a change agent in the organization by influencing leadership on the importance of the service organization and acceptance of the customer experience service strategy.
* Measuring customer satisfaction on an ongoing basis and working as part of the team to foster continuous improvement of service and the customer experience within onshore and offshore staff.
* Developing and implementing methods to record, assess, and analyze customer feedback.
* Establishing performance metrics for customer service representatives that align with other departments, including Sales and Operations.
* Developing and implementing training and quality assurance programs for new hires and experienced employees.
* Identifying and recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention.
* Recruiting, interviewing, hiring, and training departmental supervisory staff.
* Providing constructive and timely performance evaluations.
* Handling discipline and termination of employees in accordance with company policy.
* Establishing service levels and requirements for the department.
* Acting as a liaison between the customer service department and other divisions in the company.
* Managing the department's budget.
* Performing other related duties as assigned.
**Qualifications and Experience**
* Excellent verbal and written communication skills.
* Excellent interpersonal and customer service skills.
* Excellent organizational skills and attention to detail.
* Strong analytical and problem-solving skills.
* Strong supervisory and leadership skills.
* Proficient with Gsuite or related software.
* Bachelor's degree preferred.
* At least five years of related experience required, preferably in the HME/DME industry.
**Benefits and Perks**
* Medical
* Dental
* Vision
* Flexible Savings Account
* 401K
* Voluntary Life Insurance
* Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
* Paid Training
* Paid Time Off
* Sick Time
* Remote Work Opportunity
* Growth Opportunities
* Employee Referral Reward Program
* Employee Discount Program
**What We Offer**
* A dynamic work environment with a growing team of over 400 members.
* Opportunities for career growth and professional development.
* A comprehensive benefits package, including medical, dental, vision, and flexible savings account.
* A competitive salary and bonus structure.
* A remote work opportunity with flexible hours.
* A chance to make a tangible difference in the lives of our customers and patients.
**How to Apply**
Ready to join our team? The first step is easy. Click apply now and we'll be in touch soon!
Apply To This Job
**Simple Application Process**
* Click apply now and submit your resume and cover letter.
* Our team will review your application and contact you for an interview.
* If selected, you will participate in a series of interviews and assessments to determine your fit for the role.
* Once selected, you will receive a job offer and begin your onboarding process.
**Connect With Us!**
* Company Website: https://careerzynith.com/
* LinkedIn: https://www.linkedin.com/company/careerzynith/
* Twitter: https://twitter.com/Careerzynith
* Facebook: https://www.facebook.com/Careerzynith/
* Instagram: https://www.instagram.com/careerzynith/
We look forward to hearing from you!
Apply for this job