Manager of Customer Care Center
$70k/y-$84k/y
Audibel3 days ago
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OnsiteFull-timeMid
Summary
Northland Hearing Centers, Inc. (Starkey Retail) is seeking a Manager of Customer Care Center to join their team in Glencoe, MN. The role involves overseeing Call Center Representatives and ensuring a department-wide appointment conversion rate of 80% or better.
About the Role
As the Manager of Customer Care Center, you will be responsible for monitoring Call Source reporting, coaching Call Center Representatives, and developing training tactics to improve appointment conversion rates. You will work closely with the Director of Patient Care Operations and collaborate with various teams to enhance marketing performance and address scheduling errors.
About You
Required:
- High school graduate or equivalent.
- Previous customer service or call center experience, familiarity with the hearing aid industry.
- Experience coaching and training customer service agents.
Preferred:
- Advanced knowledge of software systems including MS Office, MS Dynamics CRM, and patient management software.
- Good problem-solving, analytical abilities, communication, organizational, and interpersonal skills.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- Employee assistance program
- Hearing aid benefits
- PTO
- Paid sick and safe time
- Paid holidays annually
Audibel
Our mission at Audibel is to serve our patients better than anyone else. Compassion and service are at the heart of everything we do because improving your hearing experience is about more than a hearing aid. It’s about a magical journey we take together; one where we learn the truth of your hearing loss – the good and the bad – and where we find innovative and imaginative means to restore the joy of hearing to you.
Glencoe, MN