Senior Director of Customer Service and Call Centers

2 weeks ago

Buffalo, United States CINQCARE Full time
CINQCARE
Senior Director of Customer Services
Position Description
Overview
The Senior Director of Customer Services reports to the Chief Operating Officer with accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence decisions, and directly to meet CINQCARE requirements. They should embody CINQCARE's core values, including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At CINQCARE, we don't have patients or customers - we have Family Members.
We are seeking a dynamic and experienced Senior Director of Customer Service to lead our national customer relationship management (CRM) efforts. The ideal candidate will have a proven track record of enhancing customer relationships, implementing strategic initiatives, and ensuring the highest standards of customer satisfaction.
Primary Responsibilities
The Senior Director of Customer Service will have the following responsibilities:
  • Develop and execute a comprehensive clinical customer service strategy aligned with organizational goals.
  • Oversee and optimize the national CRM system to enhance customer interactions and ensure efficient workflows.
  • Lead, mentor, and inspire a team of clinical customer service professionals across different locations.
  • Identify areas for process improvement and implement initiatives to streamline clinical customer service operations.
  • Implement strategies to proactively build and strengthen relationships with customers on a national scale.
  • Collaborate with other departments, including marketing, operations, and product development, to align clinical customer service efforts with overall business objectives.
  • Develop training programs for clinical customer service representatives to enhance their skills and ensure consistent service excellence.
General Duties
The Senior Director of Customer Service should have the following duties:
  • Leadership: The Senior Director of Customer Service will lead in defining and executing strategies and solutions to create business value in call center, including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes. Lead, mentor, and inspire a team of clinical customer service professionals across different locations. Develop training programs for clinical customer service representatives to enhance their skills and ensure consistent service excellence.
  • Strategy: The Senior Director of Customer Service will establish the business strategy and roadmap: (1) improve outcomes for CINQ Care Inc. members; (2) enhance the efficacy of other CINQ Care Inc. business divisions; and (3) develop and deliver external market opportunities for CINQ Care products and services. In establishing the business strategy, the Senior Director of Customer Service will define and innovate sustainable revenue models to drive profitability of the Company. Lead, mentor, and inspire a team of clinical customer service professionals across different locations. Implement strategies to proactively build and strengthen relationships with customers on a national scale.
  • Collaboration: The Senior Director of Customer Service will ensure that call center capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQ Care Inc. Implement strategies to proactively build and strengthen relationships with customers on a national scale.
  • Knowledge: The Senior Director of Customer Service will provide subject matter expertise in call center solutions, including determining and recommended approaches for CRM, solution deployment and performance evaluation. Oversee and optimize the national CRM system to enhance customer interactions and ensure efficient workflows.
  • Culture: The Senior Director of Customer Service is accountable for creating a productive, collaborative, safe and inclusive work environment for the call center team and as part of the larger Company. Identify areas for process improvement and implement initiatives to streamline clinical customer service operations.


Qualifications
The Senior Director of Customer Service should have the following qualifications:
  • Education. Bachelor's Degree or Minimum 10 + years' experience in Customer Relationship Management environment.
  • Experience. At least 10 years of customer relationship management experience. Ideal candidates will have 5+ years of relevant experience in clinical customer service, customer relationship management tools and In-depth knowledge of CRM systems and customer service best practices.
  • Entrepreneurial. CINQ seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for ensuring CINQ is positioned to innovatively deliver on its promise; Proven experience in a leadership role overseeing national clinical customer service operations. Strong analytical and problem-solving skills with a focus on data-driven decision-making.
  • Communication. Excellent verbal, written communication and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQ's team, investors, partners and other stakeholders. Proficiency in all Microsoft Office applications;
  • Relationships. Ability to build and effectively manage relationships with business leaders and external constituents; and,
  • Culture. Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial Company. Bilingual proficiency is a plus.


If you are a strategic leader passionate about delivering exceptional customer experiences on a national scale, we invite you to apply for the Senior Director of Customer Service position at CINQCARE. Join us in making a meaningful impact on the healthcare journey of our customers.

Location: New York, New York
Compensation: $120,000 annually

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