JQ Medical
Customer Care & Success Manager
Midvale, UT
·
Full time
The Customer Care & Success Manager (“CCSM”) will lead a team of Customer Care Advocates (“CCAs”) with a mindset and passion to provide a world-class customer experience and will work to promote this throughout the organization. Through the CCSM’s strong leadership presence, the CCSM will, in partnership with the sales team, be a success manager to Physician customers.
Description
Responsibilities (Specific tasks, duties, essential functions of the job)
- Recruit, hire and train new customer care advocates
- Generate sales from training team members to educate customers about cross-sell and accessory products
- Increase retention and reduce churn
- Meet and/or exceed MRR and ARR goals
- Record daily / weekly metrics and meet and/or exceed department KPIs
- Monitor calls for Quality and communicate feedback and quality scores to CCAs
- Through WFM, ensure proper CCA coverage to meet customer needs
- Address returns and order cancellations.
- Implement strategies to improve quality of service
- Address and resolve team and customer conflicts
- Anticipate and resolve customer experience issues
- Evaluate CCA performance
Knowledge, Skills, and Abilities
- Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
- Able to multitask, prioritize, and manage time efficiently
- Inspiring and motivating to staff; able to mentor and lead
- Comprehensive knowledge of quality metrics and standard work processes. Ability to work cross-functionally to establish key processes, and metrics
- Ability to monitor, track and interpret data and analyze to identify trends and operational areas of improvement
- Strong analytical, time management, and problem-solving skills. Ability to interpret data and make decisions quickly.
Qualifications (Education and Experience)
- Bachelor’s degree in business administration or relevant field preferred; High School Diploma required.
- 1 to 3 years data analysis strongly preferred
- 1 to 3 years leading a customer care team required
- 1 to 3 years Brightree and Salesforce experience preferred
- A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities
We thank all applicants in advance for their interest in the position, however, only those selected for an interview will be contacted. JQ Medical is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster, and its supplement are available here: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.