Zywie, Inc. · 4 months ago
Customer Service Manager
Georgia, Johns Creek, GA, US
Full-time
Onsite
Mid, Senior LevelZywie, Inc. is a cardiac monitoring company that aims to set a gold standard for patient care. They are seeking a Customer Service Manager to oversee the customer service department, ensuring high standards of service through supervision, training, and performance management of the team.
Health CareIaaSMedical Device
Responsibilities
Supervise, train, and mentor customer service representatives
Conduct performance evaluations and provide constructive feedback
Foster a positive and collaborative team environment
Manage daily operations of the customer service department, including staffing, scheduling, and resource allocation
Monitor and analyze key performance indicators (KPIs) to ensure service standards are met
Address and resolve escalated customer issues and complaints in a timely and professional manner
Develop and implement customer service policies, procedures, and best practices
Identify areas for process improvement and lead initiatives to enhance efficiency and service quality
Collaborate with other departments to ensure a seamless customer experience across all touchpoints
Drive efforts to improve customer satisfaction and loyalty
Gather and analyze customer feedback to inform service enhancements
Ensure consistent application of company standards in all customer interactions
Prepare regular reports on department performance, including metrics related to customer satisfaction, response times, and resolution rates
Use data-driven insights to make informed decisions and recommend improvements
Develop and deliver training programs to enhance team skills and knowledge
Stay updated on industry trends and best practices to ensure the team is equipped with the latest tools and techniques
Qualification
Required
Bachelor's degree in business administration, Management, or a related field (or equivalent work experience)
Proven experience in a customer service management role, with a track record of leading high-performing teams
Strong understanding of customer service principles, practices, and technologies
Excellent communication, interpersonal, and problem-solving skills
Ability to analyze data, identify trends, and make strategic recommendations
Proficiency in customer service software and CRM systems
Ability to work under pressure and manage multiple priorities in a fast-paced environment
Benefits
Health Insurance
PTO and Holidays
401(K)
Life Insurance
AD & D Insurance
Company
Zywie, Inc.
At Zywie, we’re redefining how cardiac data translates into clinical insight.
Founded in 2014
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Latha Ganeshan
President & CEO
Company data provided by crunchbase