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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