Customer Service Excellence Director

24 hours ago


East Saint Louis, Illinois, United States So IL Health Care Foundation Full time
Job Summary

So IL Health Care Foundation is seeking a highly skilled and experienced Customer Service Excellence Director to join our team. This role will be responsible for developing and implementing strategies, policies, and procedures for the Courtesy Center that services patient's needs over the telephone.

About the Position

The ideal candidate will have extensive knowledge and understanding of call center-based operations, including efficient processes, best practices, and effective application of technology. They will possess strong analytical and problem-solving skills, with the ability to analyze data to drive decisions and improvements. Excellent leadership and communication skills are essential for this role, as well as the ability to inspire and motivate teams.

Main Responsibilities
  1. Create a new Courtesy Center, establishing operational procedures, recruitment, and onboarding of Courtesy Specialists, arranging for training and support.
  2. Assess and anticipate patient needs, add new services as needed.
  3. Identify key performance metrics, develop methods to collect data, and provide regular reports to senior leadership.
  4. Collaborate with operational leaderships to ensure alignment and support of organizational goals.
  5. Lead a team of Courtesy Center Specialists, fostering a culture of extreme ownership and excellence to deliver exceptional services and meet performance goals.
Requirements
  1. Bachelor's degree in business administration, business management, or a related field of study. Master's degree is preferred.
  2. 7+ years of experience in a call center/consumer support role with 5+ years in a leadership position.
  3. Possess a Consumer-focused mindset.
What We Offer

We offer a competitive salary range of $120,000 - $160,000 per year, depending on experience. Our benefits package includes health insurance, retirement plan, paid time off, and opportunities for professional growth and development.

How to Apply

Please submit your resume and cover letter to apply for this exciting opportunity.



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