Customer Service Manager-Full Time On Site

Customer Service Manager-Full Time On Site

Job Summary :

The Customer Service Manager is constantly seeking ways to increase customer satisfaction to retain and grow our sales with customers.

Adept at creating strong relationships with customers, developing comprehensive customer profiles and working with sales professionals.

The CSM is responsible for leading a group of customer relationship representatives who are tasked to retain, develop, and grow our businesses with their assigned accounts.

This leader is responsible for developing and maintaining a CSR Team that ensures collaboration and coordination with the sales, customer care, and operations functions.

Duties and Responsibilities :

• Coaching, training and developing staff of Customer Service Representatives
• Acting as the customer's advocate within OHI to ensure the customer receives the appropriate amount of attention and added value.
• Develops long-term relationships with assigned customers, connecting with key business executives and stakeholders.
• Building strong relationships with internal resources
• Establish and maintain collaboration and coordination with all internal partners to ensure the best overall customer experience
• Become an expert on the customer's business track and optimize key metrics and KPI's
• Identify problems and inefficiencies in the customer experience and be comfortable leading cross-departmental projects and initiatives to resolve issues and ensure the development and implementation of products and processes that reduce customer support contact.
• Define and report on key metrics for success, leveraging data to make informed business decisions and to drive retention growth
• Manage, mentor, and inspire a motivated and high performing customer relationship representative team.
• Drive the strategy and continued development of self-service content and other resources for customers, including the promotion and leveraging of help center content
• Other duties assigned

Requirements and Qualifications :

• Adaptive, collaborative, expedient with his / her team & internal partners.
• Ability to demonstrate thought leadership across multiple channels and become a trusted mentor and coach to a team of CRR and to internal and external senior business decision makers.
• Strong competencies in these areas for leadership and management : interpersonal skills, delegation, team building, conflict resolution and decision making.
• Ability to develop and deploy the strategy that drives customer partnership, revenue growth and retention
• Customer centric with the ability to adjust plans and actions to meet changing market and / or customer needs and ability to put creative deals together to drive business growth
• Demonstrated ability to lead teams to exceed goals with results-oriented style, high degree of analytical ability and proven problem-solving skills including ability to manage a team and rally members to achieve results
• Highly organized and proficient at executing when experiencing multiple competing priorities
• Ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility, and drive to create real and measurable business results
• Strong interpersonal and communication skills with an open, honest and direct communication style and ability to build relationships across an organization to accomplish goals
• General knowledge of Microsoft Office, Salesforce or other CRMs systems
• Willingness to engage in both tactical hands-on work and strategic work as needed to manage and complete priorities

MINIMUM POSITION REQUIREMENTS :

• Bachelor's degree
• 5+ years' experience leading a Customer Service / Success team in a B2B, environment- preferably in medical device but not required.
• A strong people leader with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance
• Result oriented and data-driven, with proven ability to set, communicate, meet, and measure short- and long-term goals.
• Experience collaborating with both technical and sales teams.
• Exceptional time management, problem-solving, and troubleshooting skills

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

OHI is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.