Experienced Full Stack Director of Customer Care – Post-Acute Care and Respiratory Services

Join a team that's making a tangible difference at arenaflex, a comprehensive post-acute care and respiratory services company. We're seeking an experienced Director of Customer Care to drive success in our dynamic work environment. This strategic and operational leadership role requires a strong and diverse skillset to develop, improve, and deliver exceptional customer service.

About arenaflex

arenaflex is a leading provider of post-acute care and respiratory services, focused on managing high-risk respiratory patients in their homes. With a growing team of over 400 members, we manage millions of lives annually and have one of the highest-rated satisfaction scores from both our customers and patients. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions.

Key Responsibilities and Duties

As a Director of Customer Care, you will be responsible for:

• Overseeing all aspects of Customer Support operations, including contact management, complaint handling, training, and service quality, customer implementation, and support for all arenaflex products and services.
• Developing and implementing strong training, monitoring, and continuous improvement at all levels in the department to ensure the best "Customer Experience".
• Acting as a change agent in the organization by influencing leadership on the importance of the service organization and acceptance of the customer experience service strategy.
• Measuring customer satisfaction on an ongoing basis and working as part of the team to foster continuous improvement of service and the customer experience within onshore and offshore staff.
• Developing and implementing methods to record, assess, and analyze customer feedback.
• Establishing performance metrics for customer service representatives that align with other departments, including Sales and Operations.
• Developing and implementing training and quality assurance programs for new hires and experienced employees.
• Identifying and recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Recruiting, interviewing, hiring, and training departmental supervisory staff.
• Providing constructive and timely performance evaluations.
• Handling discipline and termination of employees in accordance with company policy.
• Establishing service levels and requirements for the department.
• Acting as a liaison between the customer service department and other divisions in the company.
• Managing the department's budget.
• Performing other related duties as assigned.

Qualifications and Experience

* Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Gsuite or related software.
• Bachelor's degree preferred.
• At least five years of related experience required, preferably in the HME/DME industry.

Benefits and Perks

* Medical

• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
• Paid Training
• Paid Time Off
• Sick Time
• Remote Work Opportunity
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

What We Offer

* A dynamic work environment with a growing team of over 400 members.

• Opportunities for career growth and professional development.
• A comprehensive benefits package, including medical, dental, vision, and flexible savings account.
• A competitive salary and bonus structure.
• A remote work opportunity with flexible hours.
• A chance to make a tangible difference in the lives of our customers and patients.

How to Apply

Ready to join our team? The first step is easy. Click apply now and we'll be in touch soon! Apply To This Job

Simple Application Process

* Click apply now and submit your resume and cover letter.

• Our team will review your application and contact you for an interview.
• If selected, you will participate in a series of interviews and assessments to determine your fit for the role.
• Once selected, you will receive a job offer and begin your onboarding process.

Connect With Us!

* Company Website: https://arenaflex.com/

• LinkedIn: https://www.linkedin.com/company/arenaflex/
• Twitter: https://twitter.com/Arenaflex
• Facebook: https://www.facebook.com/Arenaflex/
• Instagram: https://www.instagram.com/arenaflex/

We look forward to hearing from you! Apply for this job