Customer Service Operations Manager

Overview:

This role is a key driver in ensuring that the business functions seamlessly and provides the funnel for a wide range of questions stemming from the field and our customers. The Manager will work closely with cross-functional teams, providing critical support to achieve business objectives, enhance operational performance and ensure the seamless execution of commercial activities and process improvement plans.

This is a management role, tasked with providing outstanding customer service to our field team, clinicians and our valued patients. In addition, this role provides inside sales support to the field, manages sales initiatives and supports contracting.

Responsibilities:

• Lead motivate and train the customer services team
• Improve the customer service experience, create engaged customers and facilitate organic growth
• Continually develop/assess service procedures, policies and standards and perform weekly coaching of the team
• Keep accurate records and document customer service actions and discussions
• Ensure accurate ordering by developing quality control procedures
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Work seamlessly with the Field Sales Team, the Insurance team, Marketing, Operations and the General Manager to ensure efficient and effective support is maintained for all parties – the salesforce, the clinicians and our patients
• Take ownership of customer issues/field and follow problems through to resolution
• Create and manage an Inside Sales process to Support the sales team
• Support the field team with contracting and by making outbound calls to support sales projects
• Develop thorough understanding of Oticon Medical’s products, our customers and our patients
• Maintain patient privacy in compliance with HIPAA Federal guidelines
• Perform all other duties and special projects as assigned by the General Manager

Qualifications:

• Bachelors Degree – Business/Health preferred
• Minimum 5 years of managerial experience in a busy customer services environment
• Minimum 2 years sales experience required to include contracting
• Strong coaching skills
• Previous experience in the healthcare/medical field preferred
• Strong telephone presentation and written communication skills
• Commitment to high ethical and professional standards of conduct
• Must be persistent, decisive, challenging, and resourceful during the sales process
• Must have a strong customer-focused attitude and manage all customer relationships with a high degree of commitment
• Ability to self-motivate and motivate a diverse team
• Detail oriented with superb organization skills

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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