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

Join a team that's making a tangible difference at careerzynith, 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 careerzynith**

careerzynith 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 careerzynith 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!

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• *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://careerzynith.com/
• LinkedIn: https://www.linkedin.com/company/careerzynith/
• Twitter: https://twitter.com/Careerzynith
• Facebook: https://www.facebook.com/Careerzynith/
• Instagram: https://www.instagram.com/careerzynith/

We look forward to hearing from you!

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