ROM Technologies, Inc Hiring for Customer Service Manager – Remote at Remote Full Time

Overview

About Our Company: ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.

Position Overview: ROMTech is now looking for a Customer Service Manager to lead the Customer Service team, organize the department, and implement policies and standard procedures. The Customer Service Manager will work alongside the Director, Customer Service to develop strategic plans to achieve service levels, KPIs, quality results and develop plans to continuously improve overall team productivity. The Customer Service Manager will be responsible for all department objectives, provide customer service agents with opportunities to expand their knowledge of services, troubleshooting techniques, analyze call center data and focus on improving performance. The Customer Service Manager must possess excellent communication skills to assist with coaching, monitoring, and appraising Customer Service Agents. This is a remote opportunity, Wednesday-Saturday, 9:00 am to 5:30 pm EST.

Please note, the customer contact center is open during all holidays and will require management presence. Additionally, mandatory training for the first 30 days of employment will be onsite at our headquarters in Brookfield, CT.

Responsibilities:

• Lead the day-to-day operations of the customer service department.
• Coach and mentor Customer Service Supervisors and Customer Service Agents (CSAs), promoting a patient-centric culture and enhancing their skills and knowledge.
• Develop, implement, and continually improve upon customer service strategies and policies to ensure a seamless and positive experience for patients.
• Track individual and team performance using QA data.
• Cultivate an environment of patient engagement that strives to create an “unrivaled service experience” across all communication channels.
• Monitor attendance, PTO requests, and performance.
• Consistently monitor the customer service dashboard to ensure department goals are being met while maintaining and improving department KPIs. Review quality assurance checks weekly.
• Leverage data-driven insights to continuously improve workflows and processes.
• Assist with calls promptly and appropriately handle any customer complaints and/or escalations.
• Exceptional at building weekly & monthly department customer service s within Excel.
• Manage weekday and weekend shifts. Proactively relocate agents to meet immediate operations needs and determine overtime when applicable.
• Coordinate with multiple departments to ensure patient issues are handled promptly.

Requirements:

• A minimum of 8 years of supervisory experience.
• A minimum of 10 years of experience in a customer service/ call center environment, servicing customers via phone, email, and live chat.
• Experience performing in an environment where KPIs are tracked through strategic planning.
• Excellent communication skills, both verbal and written.
• Strong leadership skills.
• Outstanding organizational skills.
• Professional demeanor.
• The ability to motivate and inspire a team remotely.
• A solid understanding of customer service best practices.
• Bachelor’s degree preferred.
• High level of proficiency with Microsoft 365, including advanced Excel ing experience.

If this sounds like an exciting opportunity to embark in the next chapter of your career, please respond and include:

• A cover letter detailing why you are an ideal fit for this job
• An up-to-date resume

Candidates who send resumes without the requested cover letter will not be considered.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and use hands to operate a computer and other office equipment. The employee is frequently required to reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close vision and the ability to adjust focus.

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.

Job Type: Full-time

Pay: From $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Microsoft Excel: 6 years (Required)
• Coaching and mentoring: 6 years (Required)
• Supervising: 8 years (Required)
• Customer Service/call center: 10 years (Required)

Work Location: Remote