Hire Velocity

POSITION SUMMARY / OVERVIEW

As the Director of Customer Service, your focus would be on providing exceptional customer service experiences, ensuring customer satisfaction, and continuously improving service delivery to support the overall success of the Sleep Center

PRIMARY DUTIES AND RESPONSIBILITIES

As with any job, other duties may be assigned to you as appropriate.

• Oversee and manage the customer service team, including scheduling, assigning tasks, and providing guidance and support. This involves conducting team meetings, addressing any team-related issues, and fostering a positive work environment.
• Engage with customers directly on a weekly, biweekly, monthly or as needed basis. Handle all escalated customer inquiries, complaints, or complex issues to ensure timely resolution and customer satisfaction.
• Regularly monitor and assess the performance of the customer service team. This includes reviewing individual performance metrics, call recordings (if applicable), and customer feedback to identify areas of improvement and provide feedback to team members.
• Develop and deliver training programs to enhance the skills and knowledge of the customer service team. Conduct or coordinate training sessions, create training materials, and continuously coach team members on best practices.
• Analyze customer service metrics and prepare reports on key performance indicators (KPIs), such as response time, customer satisfaction scores, and first-call resolution rates. These reports help track performance, identify trends, and make data-driven decisions to improve customer service operations.
• Continuously assess customer service processes and workflows to identify areas for improvement, involving streamlining procedures, implementing new tools or technologies, and collaborating with other departments to enhance the overall customer experience.
• Collaborate with other departments, such as medical staff, administration, and operations, to ensure a seamless and integrated customer experience. This may involve coordinating efforts, sharing feedback and insights, and addressing cross-departmental challenges.
• Review and analyze customer feedback, including surveys, ratings, and reviews, to gain insights into customer needs, preferences, and pain points to help shape customer service strategies and drive improvements.
• Ongoing research to stay informed about industry trends, best practices, and new technologies to enhance the customer service function.

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The EMS Customer Success Manager position is responsible for all marketing and customer aspects of EMS in South Carolina. Receiving support from the corporate team, the South Carolina General Manager, and subsequent area and division managers to coordinate marketing efforts, establish new clients, and strengthen relationships with current clients. A high focus on client experience and excellent customer service.

Responsibilities include:

• Working with the management team to resolve issues.
• Establishing marketing plans
• Routing travel
• Daily/Weekly marketing plans
• Logging contact data with clients
• Attending local and regional marketing and educational events
• Trend analysis
• Working with other area Customer Success Managers to establish marketing strategies.

Requirements:

• Must be 21 years of age
• High School Diploma Required
• Education level associates
• 3-5 years in business development or professional customer service. EMS background preferred
• Valid Driver’s License clean driving record
• Must pass a drug screen and background check
• Willing to travel 85%

Purpose: They’re responsible for marketing the company to potential clients. This role will service the SC areas Greenville (uplands). They are working on day-to-day logistics to meet new market demands. Communication with current customers and maintaining strong relationships (visits, outreach, complaints, strategy), prospecting for new customers ( learning chain of commands to set up meetings for contract negotiations). This employee will be traveling Columbia, Greenville, Rock Hill (Midlands and Upstate) .

Salary for this role is determined by $10 for every call ran between both divisions (avg. 5k a month). Transition of $60k a year 90 days .

Benefits– Expense accounts, vehicle $10,000 addition to salary , company phone , laptop, gas card. Manager’s company store $450 clothing branded professional clothes .

Schedule – FT M-F , may be extensive weekend duties and conference requirements on weekends.

Travel– 85% Healthcare Sales experience , Business Development. Any EMS

Onboarding– Normal background and drug screening, driver’s license.

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MUST HAVES:

• At least 5 years of business-to-business marketing experience.
• At least 5 years of website management requirements (experience with WordPress preferred)

RESPONSIBILITIES:

• Work with the President and VP of Engineering to execute all aspects of the Company’s marketing strategy, including the development of the strategy and concepts, creating content, and leveraging multiple marketing platforms
• Manage website and its content using WordPress. Direct and make continuous improvements to the website for Search Engine Optimizations. Handle minor updates and work closely with outside contractors for major changes to website.
• Monitor and develop recommendations for SEO and updates as needed
• Create and implement marketing campaigns including through the website and pay per click. Develop future campaigns based on Market Research and other data analyses.
• Manage and be responsible for the company’s marketing spend, and report on ROI metrics.
• Implement CRM system for handling sales inquiry data collection and followup by the Customer Service & Sales team.
• Plan marketing initiatives that can lead to increased business and revenue such as Trade Shows, Expos, etc.

REQUIREMENTS:

• At least 5 years of business-to-business marketing experience required
• At least 5 years of website management requirements (experience with WordPress preferred)
• Basic understanding of power electronics preferred
• Excellent analytical abilities
• Outstanding communication and interpersonal skills
• Up-to-date on the latest trends and technologies in digital marketing
• Excellent project management skills

BENEFITS:

• Health Insurance: HMO with HSA, 93% of employee’s premium paid by CRI
• Vacation: 3 weeks/year
• Sick/PTO: 6 days/year
• Holidays: 9 days/year
• Simplified Employee Pension (SEP) plan
• Annual Bonus: Depending on profits, job responsibility & job performance.
• Working Remote: Negotiable after period of training

Hire Velocity