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Customer Experience Team Lead

2 months ago

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

Serenity Healthcare, LLC is seeking a highly skilled and experienced Customer Experience Supervisor to lead our customer care team. As a key member of our organization, you will be responsible for overseeing the day-to-day operations of our customer service team, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Team Leadership: Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment.
  • Performance Management: Manage performance metrics, policies, and procedures to ensure that our team is meeting and exceeding customer service standards.
  • Process Improvement: Identify opportunities for enhancing customer service protocols and collaborate with internal stakeholders to implement process improvements.
  • Coaching and Development: Provide invaluable coaching, constructive feedback, and conduct performance evaluations to ensure that team members are equipped to meet customer needs.
  • Customer Engagement: Utilize data-driven insights to oversee intricate processes and ensure that our customers receive exceptional service and support.
Key Qualifications
  • Leadership Experience: 1-3 years of proven customer service supervisor experience, with a background in high-volume customer service leadership or call center operations.
  • Customer Service Skills: Exceptional customer service, communication, problem-solving, and de-escalation skills, with the ability to engage with professionals at all levels.
  • Organizational Skills: Exceptionally organized with an acute attention to detail, and the ability to make sound decisions amidst competing priorities.
  • Passion for Customer Service: Genuine passion for supporting individuals facing mental health challenges, and a demonstrated ability to make a meaningful impact on the lives of those we serve.
Benefits
  • Comprehensive Insurance: Comprehensive insurance coverage (90% premium covered by Serenity Healthcare, LLC)
  • Clear Paths for Growth: Clear paths for growth and advancement within the organization
  • Competitive Compensation: Competitive compensation package
  • No Cold Calling: No cold calling or sales involved
  • Generous PTO: Generous PTO plus 10 major holidays off
  • 401K Retirement Plan: 401K retirement plan
  • Employee Referral Program: Employee Referral Program