Customer Experience Team Lead

3 weeks ago


Provo, Utah, United States Serenity Healthcare Full time
Job Overview

Serenity Healthcare is seeking a seasoned Customer Experience Supervisor to lead our team of customer care professionals. As a key member of our operations team, you will be responsible for overseeing the delivery of exceptional customer service, driving performance metrics, and identifying opportunities for process improvements.

Key Responsibilities:

  • Develop and implement data-driven strategies to enhance customer service protocols.
  • Manage performance metrics, policies, and procedures to ensure seamless operations.
  • Collaborate with internal stakeholders to identify opportunities for process enhancements.
  • Provide coaching, constructive feedback, and conduct performance evaluations to drive team success.
  • Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment.

Requirements:

  • 1-3 years of proven customer service leadership experience.
  • Background in high-volume customer service leadership or call center operations.
  • Proficiency in identifying, coaching, and measuring core competencies and performance metrics.
  • Genuine passion for supporting individuals facing mental health challenges.
  • Demonstrated ability to make sound decisions amidst competing priorities.
  • Exceptionally organized with an acute attention to detail.
  • Driven and self-motivated.
  • Exceptional customer service, communication, problem-solving, and de-escalation skills.

Why Serenity Healthcare:

  • Comprehensive insurance coverage (90% premium covered by Serenity)
  • Clear paths for growth and advancement
  • Competitive compensation (DOE)
  • No cold calling or sales involved
  • Generous PTO plus 10 major holidays off
  • 401K retirement plan
  • Employee Referral Program
  • And much more

About Serenity Healthcare:

Serenity Healthcare is a leader in healthcare technology, leveraging state-of-the-art medical devices to provide patients with long-term success. Grounded in evidence-based research and supported by proven results, we are committed to helping individuals reclaim their lives through a groundbreaking technological approach to healthcare. We are dedicated to making a meaningful impact on the lives of those we serve.



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