Customer Experience Lead

3 weeks ago


Atlanta, Georgia, United States Serenity Healthcare, LLC Full time
About Serenity Healthcare, LLC

Serenity Healthcare, LLC is a healthcare technology leader leveraging advanced medical devices to provide long-term success for individuals struggling with mental health challenges. Our mission is to empower people to take back their lives through evidence-based treatments and cutting-edge technologies.

Job Title: Customer Experience Lead

We are seeking an experienced Customer Experience Lead to join our team in Sandy Springs, GA. This dynamic individual will oversee intricate processes, manage performance metrics, and drive exceptional results in a customer-centric call center environment.

Key Responsibilities:
  • Leverage data-driven insights to optimize call center operations
  • Manage performance metrics, policies, and procedures to ensure exceptional customer service
  • Identify opportunities to enhance customer service protocols and implement process improvements
  • Provide valuable coaching, constructive feedback, and conduct performance evaluations to foster a productive and achievement-oriented environment
Requirements:
  • At least 1 year of experience as a customer service supervisor (REQUIRED)
  • Background in call center environment
  • Proficient in identifying and measuring core competencies and performance metrics
  • Passion for supporting individuals facing mental health challenges
  • Ability to make sound decisions amidst competing priorities
  • Exceptionally organized with acute attention to detail
  • Driven and self-motivated
  • Exceptional customer service, communication, problem-solving, and de-escalation skills
Benefits:
  • Medical, Dental, Vision Insurance
  • Competitive compensation ($60,000 - $80,000 per year)
  • No cold calling or sales involved
  • Generous PTO plus 10 major holidays off
  • 401K retirement plan
  • Employee Referral Program


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