Deerfield Beach, FL, United States
VP, Customer Success_Tech Support Tellus is a fast-growing, entrepreneurial start-up with a unique mobile technology geared toward the Home Health and Long-Term Care markets. We're looking for a full-time Customer Success Leader with strong emphasis on Tech Support to join our team. The ideal candidate will provide exceptional customer service who can successfully troubleshoot while interacting and building relationships with internal and external customers. Responsibilities and Duties Essential Duties and Responsibilities · Manages and directs all aspects of service center operations and customer needs to meet established standards. · Supervises and coordinates activities of employees providing telephone customer support services. · Provides, monitors and maintains a twenty-four (24) hours a day, seven (7) days per week (24/7) toll-free customer service telephone system. · Creates and maps department workflow processes that support company and customers goals. · Creates and analyzes sales and service metrics and revises workforce management, training, or operations as needed to meet production and QA goals. · Develops and implements service and sales strategies to maximize sales and retention levels. Works with senior management and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis. · Receives and resolves escalated problems of a processing or service related nature. Ensures that all complaints and incidents are documented and resolved properly and timely. · Responsible for developing and communicating any procedure changes or updates to the team. · Oversees the maintenance and implementation of the departmental operations manual. · Ensures team is monitored and remediation activities are planned and well documented. · Partners with Human Resources to hire, train and develop a high-performance service center team. · Collaborates with the Trainer to build the product materials and establish training schedules. · Ensures the team demonstrates the behaviors and service levels that support the company and client values. · Oversee that all need systems perform to expectation and manage the associated vendor relationship. Additional Requirements · Must understand and have experience troubleshooting customer issues with technology solutions · Develop and support SLA reporting tools · Monitor and meet all SLAs · Must be bilingual, English and Spanish with high level of spoken and written proficiency. · Experience in Healthcare is a plus. Education/Experience: · Bachelor’s degree from a four year college or university, business degree preferred; or Five (5) or more years of successful management and leadership in service center environment; or equivalent combination of education and experience.
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