Customer Experience Manager

Customer Experience Manager Clearwater, FL Job Details Full-time From $60,000 a year 1 day ago Benefits Health insurance Dental insurance Paid time off Qualifications Resource allocation Bachelor's degree in communications Workflow management (operations management method) Staff scheduling Bachelor's degree in business HIPAA Mid-level Improving operational efficiency Team development Key Performance Indicators Bachelor's degree Continuous improvement Conflict management Mentoring Organizational skills Communications CRM system proficiency Training & development Cross-functional collaboration Business Escalation handling Grammar Experience 2 years Team motivation (leadership skill) Communication skills Overseeing training

Full Job Description Description:

About Us:

Access to essential medicines should be simple, convenient, and readily available. At TelyRx, our mission is to help people get their necessary medications by removing unnecessary barriers and streamlining the process.

Our approach is straightforward:

no insurance, no hassle, and no need to jump through hoops. Our vision is to revolutionize the way people receive healthcare by providing a seamless and personalized experience for all. By leveraging cutting-edge technology and a patient-centered approach, TelyRx is committed to ensuring everyone has hassle-free access to their needed medications. We believe that healthcare should be inclusive and convenient, and our dedicated team is working tirelessly to make this vision a reality. Join us on this journey toward a healthier, more accessible future with TelyRx.

Position Overview:

We are looking for a dedicated and empathetic Customer Experience Manager to lead our customer experience team, ensuring they have the tools, guidance, and support needed to excel. You'll play a hands-on role in shaping the customer journey, managing team performance, and overseeing schedules to maintain seamless operations. If you are passionate about creating exceptional experiences and empowering others, this is the role for you.

Key Responsibilities:

Team Leadership and Guidance:

Manage, mentor, and inspire the customer experience team to deliver outstanding service. Serve as a trusted resource and point of guidance for team members, providing coaching and support to navigate customer challenges. Foster a culture of collaboration, positivity, and continuous improvement. Train and develop learning strategies for all team members

Scheduling and Operations:

Oversee team scheduling to ensure adequate coverage during business hours, weekends, evenings, and holidays. Monitor workflows and allocate resources efficiently to meet customer demand. Handle unexpected scheduling challenges with agility and ensure team readiness.

Customer Interaction and Issue Resolution:

Support the team in resolving complex customer issues, providing escalation assistance when necessary. Personally handle high-priority or sensitive customer concerns with professionalism and empathy. Lead by example by maintaining a customer-first approach in all interactions.

Performance and Development:

Set clear expectations, performance goals, and KPIs for the team. Regularly review team performance, offer constructive feedback, and celebrate achievements. Identify training needs and coordinate skill-building sessions for team members.

Process and Experience Optimization:

Analyze customer feedback and operational data to identify trends, opportunities, and pain points. Collaborate with cross-functional teams to implement changes that improve the customer journey. Stay informed about industry best practices and integrate innovative approaches into the team's workflow. Closely work with the pharmacy team with essential updates from customers.

Requirements:

Requirements Bachelor's degree in business, communications, healthcare, or a related field; equivalent experience considered. 2+ years of experience managing a customer-facing team. Proficient in HIPAA regulations regarding pharmacy standards. Exceptional leadership, problem-solving, and conflict-resolution skills. Strong organizational skills, with experience in team scheduling and resource planning. Excellent verbal and written communication skills, including grammar and spelling. Proficiency with CRM systems and operational tools. Flexible availability to work non-standard hours, including weekends, evenings, and holidays when needed.

Job Details:

Type:

Full-Time Salary:

Starting at $60,000 per year / based on experience

Location:

Clearwater, FL (In-person with occasional remote availability on weekends, evenings, and holidays)

Schedule:

Monday to Friday (in-person), Occasional remote availability on weekends and holidays.

Benefits:

401(k) Dental Insurance Health Insurance Paid time off

Work Setting:

In-person with occasional remote availability during weekends, evenings, and holidays.