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SalaryPosition Overview:
Tens of millions of Americans are uninsured or underinsured. Henry makes long-term care for chronic conditions easy, accessible, and affordable no matter someone's budget. Our customers often save $1,000+/ month compared to the traditional healthcare system.
Enjoy the casual culture, remote-first workplace, and generous PTO/benefits!
Apply today to make a direct, daily impact in one of the fastest growing startups in the country - we are excited to meet you!
We are seeking a Customer Service Manager to join our team. In this role, you will oversee and lead a team of 8-14 customer service representatives who are responsible for delivering outstanding service to our patients and healthcare providers. You will play a crucial role in establishing and maintaining excellent customer relationships while driving operational efficiency within the customer service department.
Responsibilities:
Team Management:
- Interview, train, and onboard customer service representatives, ensuring they possess the necessary skills and knowledge to provide exceptional service.
- Set performance goals, monitor performance, and provide regular feedback to team members.
- Foster a positive and motivating work environment that encourages teamwork, collaboration, and continuous learning.
- Implement strategies to maximize team productivity and efficiency.
Customer Experience:
- Ensure all customer interactions are handled professionally, promptly, and with empathy.
- Monitor and analyze customer feedback and inquiries to identify areas for improvement and implement appropriate solutions.
- Develop and maintain customer service standards, policies, and procedures to ensure consistent and high-quality service delivery.
- Collaborate with cross-functional teams to improve the overall customer experience.
Issue Resolution:
- Oversee the resolution of escalated customer issues, ensuring timely and satisfactory outcomes.
- Act as a point of contact for complex or sensitive customer inquiries and provide appropriate guidance to team members.
- Collaborate with other departments, such as Operations and Product Development, to address and resolve customer concerns.
Reporting and Analysis:
- Collect and analyze customer service data, including key performance indicators (KPIs) and metrics, to evaluate team performance and identify areas for improvement.
- Prepare regular reports on customer service activities, trends, and insights for senior management.
- Make data-driven recommendations to enhance operational efficiency and customer satisfaction.
Qualifications:
- Proven experience (1-2 years) as a Customer Service Manager or in a similar leadership role.
- Strong understanding of customer service principles and practices.
- Experience working in a telehealth or healthcare-related industry is highly desirable.
- Exceptional communication and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Proficiency in customer service software, CRM systems, and reporting tools.
- Demonstrated ability to lead and motivate teams, driving high performance and employee engagement.
Compensation: $65,000 yearly
Company Offers:
- Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employee and 50% for their qualified dependents).
- 401k with matching contributions beginning your first day.
- Unlimited PTO.
- Full remote position with occasional travel.
- Impactful rewarding work as part of a fast-growing brand helping thousands of people every day.
Please note that Henry Meds cannot provide sponsorship at this time. Applicants must be legally able to work in the US without sponsorship.
Equal Opportunity Statement:
Henry Meds is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.
