Manager, Customer Service

US-PA-Malvern
2 weeks ago
Job ID
2017-2747
# Positions
1
Category
Hidden (12319)
Company
CardioNet BioTelemetry Healthcare

Overview

Manager, Customer Service

Malvern, PA (this location is NOT public-transportation friendly)

Reports to: Sr. Director, Patient Operations

 

Mon-Fri 9A-5:30P with occasional weekend availability

 

 

This position will oversee the development and implementation of policies that cater to customer service. Their work involves negotiating and networking with all groups that interact with the company and ensuring certain protocols are followed by internal teams in the organization.

The Manager of Customer Service position requires a highly energetic, collaborative, and passionate individual to further develop and lead BioTelemetry’s customer centric service team.  The Manager of Customer Service will spearhead the organization’s mission to establish the “best in class” Customer Service organization.  Additionally, the Manager of Customer Service will oversee the relationship for key customers as identified by senior management.

Responsibilities

The Manager of Customer Service will ensure the organization’s strategy aligns with the overall BioTelemetry strategy and delivers an outstanding customer service experience. 

  • This position will own all day-to-day responsibilities of the Customer Service Team (complaint resolution, tracking and analysis, key client relationship management), be accountable for goal setting and attainment, workforce management, strategic planning for the team and will oversee operational and technical implementations, support tools, materials, and procedures. 
  • The ideal candidate will ultimately implement process, organizational, and technology improvements to shorten cycle times, lower operating costs, and above all, improve the customer experience. 
  • The overarching charter of the Customer Service team will be to enhance the customer experience through initiatives that add energy and life to some of the current traditional processes and strategies.
  • Serve as the change agent in creating a highly service oriented culture within one integrated customer service team that is focused on the customer and exceeding expectations.
  • Create cross functional partnerships with key internal organizations, such as Sales and Marketing thereby establishing the Customer Service organization as the recognized and true partner to the commercial organization in helping increase sales.
  • Establish and implement “best in class” practices and metrics that will be utilized to measure improvements in customer satisfaction; customers should perceive an unrivaled customer experience in the level of care and service they receive from BioTelemetry.

 

Qualifications

 

  • A minimum of 10 years of professional experience with a track record of progression.  The ideal candidate will have spent 5+ years in a leadership role with companies ranked “best in class” for their customer service experience. 

 

  • Knowledge of the business model and the experience within healthcare, especially supporting critical care technologies or services is preferred.

 

  • Exceptional written and verbal presentation skills coupled with demonstrated ability to measure customer care based on quality and cost effectiveness; the successful candidate must work cohesively with all areas of the company, capturing the Voice of the Customer, and serving as the lead customer advocate within BioTelemetry.

 

  • High-energy, results oriented and passionate about excellence, he/she must thrive in a dynamic environment and exhibit a genuine service mentality.

 

  • Experience leading teams in 50+ seat, high volume call centers

 

Skills

  • Excellent communication skills;
  • Strong customer focus and a good telephone manner;
  • Ability to work well in teams;
  • Leadership skills and the ability to motivate and develop staff;
  • Desire to help others work towards targets and develop their skills;
  • Confidence and a good business sense;
  • Ability to set, meet and exceed targets;
  • Focused and self-motivated approach to work;
  • Ability to manage change.

 

Education

A Bachelor’s degree is required


The company is an Equal Opportunity Employer.

 

 

*CB

Company

CardioNet BioTelemetry Healthcare

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