Customer Experience and Process Manager

About Us:
At our company, we are dedicated to delivering exceptional healthcare solutions that enhance the lives of our customers. We take pride in our innovative products and services, and we are committed to providing an outstanding customer experience. We are currently seeking a seasoned Customer Experience Manager to join our dynamic team and help us continue our mission of excellence.

As a Customer Experience Manager, you will play a crucial role in ensuring that our customers receive the highest level of service and support. You will be responsible for overseeing all customer interactions and implementing strategies to enhance the overall customer experience. You will also play a key role in managing client onboarding. Your goal will be to build strong relationships with our customers, address their needs, ensure that they receive proper documentation and ensure their satisfaction with our products and services.

Key Responsibilities:
Customer Interaction: Manage and resolve customer inquiries, complaints, and feedback in a timely and professional manner.
Process Improvement: Develop and implement customer service policies, procedures, and best practices to continuously improve the customer experience.
Performance Metrics: Monitor and analyze customer service metrics to identify trends and areas for improvement. Implement action plans to address any issues.
Collaboration: Work closely with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience across all touchpoints.
Training & Development: Design and deliver training programs to enhance the skills and knowledge of the customer service team.
Customer Feedback: Collect and analyze customer feedback to understand their needs and preferences. Use this data to drive changes in products, services, and processes.
Conflict Resolution: Handle escalated customer issues with empathy and professionalism, ensuring a satisfactory resolution for all parties involved.
Technology Integration: Utilize customer relationship management (CRM) software and other tools to manage customer interactions and track performance.

Qualifications:
A minimum of 10 years of experience in customer service and/or human resources, preferably within the healthcare or medical industry.
Proven experience in managing and leading customer service teams.
Strong understanding of customer experience principles and best practices.
Excellent communication and interpersonal skills.
Ability to analyze data and use it to drive decisions and improvements.
Experience with CRM systems and other customer service software.
Strong problem-solving skills and the ability to remain calm under pressure.
Bachelor’s degree in Business Administration, Human Resources, or a related field is preferred.

Benefits:
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Opportunities for professional growth and development.
A collaborative and supportive work environment.