Experienced Full Stack Customer Care Director – Post-Acute Care and Respiratory Services
Join a team that's making a tangible difference at blithequark, a comprehensive, post-acute care, and respiratory services company focused on managing high-risk respiratory patients in their homes. We're seeking an experienced Full Stack Customer Care Director to drive success in our dynamic work environment.
About blithequark
At blithequark, we're dedicated to improving the lives of those with chronic care diseases while providing solutions to our customers. With a growing team of over 400 members and a high-rated satisfaction score from both our customers and patients, we're committed to being the most trusted and preferred resource to manage high-risk, post-acute respiratory patients. Our end-to-end care solutions, from the hospital to the home, close gaps in care, reduce costs of care, and improve outcomes.
Key Responsibilities and Duties
As a Full Stack Customer Care Director at blithequark, you'll be responsible for the development, continuous improvement, and delivery of customer service. Your primary responsibility will be to create the best "Customer Experience." Some of your key responsibilities and duties will include:
- Overseeing all aspects of Customer Support operations, including contact management, complaint handling, training, and service quality, customer implementation, and support for all blithequark products and services.
- Developing and implementing strong training, monitoring, and continuous improvement at all levels in the department to ensure the best "Customer Experience."
- Acting as a change agent in the organization by influencing leadership on the importance of the service organization and acceptance of the customer experience service strategy.
- Measuring customer satisfaction on an ongoing basis and working as part of the team to foster continuous improvement of service and the customer experience within onshore and offshore staff.
- Developing and implementing methods to record, assess, and analyze customer feedback.
- Establishing performance metrics for customer service representatives that create alignment with other departments, including Sales and Operations.
- Developing and implementing training and quality assurance programs for new hires and experienced employees.
- Identifying and recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention.
- Recruiting, interviewing, hiring, and training departmental supervisory staff.
- Providing constructive and timely performance evaluations.
- Handling discipline and termination of employees in accordance with company policy.
- Establishing service levels and requirements for the department.
- Acting as a liaison between the customer service department and other divisions in the company.
- Managing the department's budget.
- Performing other related duties as assigned.
Qualifications and Experience
To be successful in this role, you'll need:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Proficient with Gsuite or related software.
- A Bachelor's degree is preferred, and at least five years of related experience is required, preferably in the HME/DME industry.
Benefits and Perks
As a valued member of our team, you'll enjoy a range of benefits and perks, including:
- Medical, dental, and vision insurance.
- Flexible Savings Account.
- 401K.
- Voluntary Life Insurance.
- Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
- Paid Training.
- Paid Time Off.
- Sick Time.
- Remote Work Opportunity.
- Growth Opportunities.
- Employee Referral Reward Program.
- Employee Discount Program.
Why Join blithequark?
At blithequark, we're passionate about making a difference in the lives of our customers and patients. We're committed to creating a dynamic work environment that fosters growth, innovation, and collaboration. If you're looking for a challenging and rewarding career opportunity, join us today!
How to Apply
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Simple Application Process
Our application process is easy and straightforward. Simply click the link above, and we'll guide you through the next steps. We look forward to hearing from you! Apply for this job