Senior Customer Service Manager
Description
Biote Medical is the world leader in hormone optimization and we are adding to our team! We partner with providers to take a complete approach to healthier aging through patient-specific bioidentical hormone replacement therapy and the only nutraceutical line created specifically to support hormone health.
We are currently seeking an experienced Senior Customer Service Manager to join our growing team. This is a full-time position and will sit out of our Irving, TX home office.
Position and Scope:
The Sr. Customer Service Manager is responsible for the management, organization and execution of the Customer Service functions within Biote. Responsible for effectively overseeing Call Center functions, for both internal and external users (inbound calls). Develops and effectively manages outbound operations and campaigns. Ensures all customer, both internal and external, questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Manages Tier 2 support teams to ensure open incidents are resolved according to priority and severity and agreed service level. Works with Internal Stakeholders and Back-Line teams to establish SLAs where none exist. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures. Manages to performance metrics and identifies opportunities for improvement and automation of services.
As the Senior Customer Service Manager, you will:
- Monitor service delivery and ensures excellence in service levels.
- Ensure deadlines and targets are met.
- Promote goodwill and a positive image of the company to callers.
- Provide leadership to assigned personnel through effective objective setting, delegation, motivation, and communication.
- Conduct regular meetings to ensure that personnel are well informed of changes in policies and procedures.
- Oversee the activities of call center representatives and provides ongoing coaching to further develop and expand knowledge and skillset.
- Assign, schedule, and coordinate personnel.
- Engage in operational workflow activities during peak times, which includes taking calls when necessary.
- Direct daily operations of call center.
- Ensure that call center reps are thoroughly trained in all products and services of Biote.
- Identify and implements improvement opportunities for efficiencies and automation.
- Adopt a continuous improvement approach to the Service Desk function and key operational metrics.
- Continuous monitoring and development and improvement of KPIs for call center function via ZenDesk and Gecko Dashboards.
- Hire, manage performance and terminate Customer Service employees where needed.
- Other duties as assigned.
As the Senior Customer Service Manager, your background should include:
- 4 Year University Degree (BA, BS), or relevant experience.
- 7+ Years experience in a call center or customer service environment in progressive roles, including team supervision.
- 5+ Years experience developing and executing outbound calling campaigns.
- Proficiency in MS Office Desktop Applications and Web Applications.
- Ability to lead teams, work cross-functionally, and build consensus on difficult issues, as well as demonstrated leadership.
- Experience with leading a team (matrix) that provides customer service support to multiple stakeholders (internal and external).
- Ability to effectively adapt to rapidly changing technology and apply it to business needs.
- Ability to thrive in a sense-of-urgency environment and leverage best practices.
- Demonstrated initiative, flexibility, and ability to adapt to changing priorities and work environment.
Company Perks:
- Medical, Dental & Vision Insurance, Virtual Visits/Telemedicine
- Company Paid Life and AD&D Insurance
- 15 days of Paid Time Off, 2 Personal Days and Company Holidays
- 401k with a 3% employer contribution
- Daily Catered Lunch in Irving, TX
- Other excellent health and wellness benefits in line with our business
If you're interested in this awesome opportunity, please apply today!