Manager - Customer Loyalty Center (Phones)

Manager - Customer Loyalty Center (Phones)

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment where you can make a difference? We are looking for a friendly, passionate, and dedicated leader of our Customer Loyalty Team. If you're experienced in managing large teams, adept at contact center operations, and share our love of helping people & animals, we want to hear from you! Customer Loyalty Team members handle customer inquiries into our contact center, which include: general phone inquiries, telephone orders, emails, live chat, and responding to social media comments & messages.

Our products & services delight customers, who are loyal to us because we are passionate about helping them. Our Customer Loyalty Team members are ambassadors for all of us here at Boothwyn. They demonstrate to the customer what it means when We Try Harder™.

What You'll Do:

LEADERSHIP:

• Directly lead and manage a large team of Customer Loyalty Representatives (CLRs), as well as supervisors and support staff, to deliver exceptional customer service.
• Conduct ongoing training and development sessions for CLRs and other staff on product knowledge, customer service excellence, and effective communication techniques.
• Optimize staffing levels and schedules to ensure robust support is available at all times, thereby minimizing customer wait times.
• Foster a positive, inclusive, and motivational work environment that encourages teamwork, continuous improvement, and high performance.

CUSTOMER SERVICE:

• Develop and implement strategies to enhance the productivity, efficiency, and satisfaction levels of our customers.
• Monitor key performance metrics, identifying trends and implementing strategies to achieve service excellence across the board.
• Address escalated customer service issues promptly and in accordance with company policies, ensuring customer satisfaction and loyalty.
• Ensure compliance with regulations.

What We're Looking For:

• Bachelor's degree in Business Administration or related field
• 3+ years of experience in customer service management, preferably in a healthcare or pharmaceutical setting
• Strong leadership and communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Passion for delivering outstanding customer service

Why Join Us:

• Competitive salary and benefits package
• Opportunities for growth and advancement
• Supportive team environment
• Make a difference in the lives of our customers and their pets

About Us:

Boothwyn makes custom medications for people, pets, horses, and zoo animals. We are proud to help our clients & their patients with solutions to prescription drug problems such as getting the right strength, delivering the right form (pets hate pills!), providing access to hard-to-get medicines, and unique medicines not found at traditional retail pharmacies. We truly love WOWING each and every customer!

We offer a comprehensive benefits package that includes fantastic health plans (with $0 deductible), dental insurance, 401(k) retirement plan options, several voluntary benefits such as life and disability insurance, and lots of opportunity for growth - We believe in promoting from within!

Steps to Apply:

• Please send us your resume
• A cover letter sharing why you would be an asset to our team
• An example of your unique ability to WOW a customer
• Complete this questionnaire: https://go.cultureindex.com/p/ZqSR9GuOJx4BMI72