Director of Customer Service
The Director of Customer Service reports to the Chief Executive Officer and oversees customer service operations by leveraging optimal team performance and a deep knowledge of company products and customer expectations. The Customer Service Department consists of call center, data entry, and clinical services teams designed to handle a high volume of inquiries and process device orders for various clients who require a personalized customer experience. The Director of Customer Service also develops strategic campaigns that strengthen the company’s ability to retain satisfied customers and meet revenue goals.
Duties And Responsibilities
- Oversees call center and data entry teams positioned in both on-site and remote operation centers.
- Collaborates with multiple departments (Marketing/Sales) to optimize existing client profitability through business planning and delivery of increased revenue streams
- Supervises and provides direction for the Clinic Services Team
- Responsible for analyzing and communicating KPI metrics to the team and company.
- Responsible for KPI and sales metrics
- Work closely with Supply Chain to ensure orders are handled and processed within the expected turn-around time.
- Oversees phone calls and data entry activities for auditing and reporting purposes.
- Coordinates with customer retention teams to assist in managing accounts and ensure customer expectations are met.
- Communicates with customers to resolve their escalated questions or concerns.
Knowledge And Skills
- High integrity, customer-centric, and execution-oriented
- Excellent customer service skills addressing the needs of both external and internal customers with strong communication, interpersonal, and process skills.
- Excellent communication and collaboration skills with a range of colleagues
- Experience in the medical/clinical field, with an understanding of medical terminology.
- Ability to interact effectively with diverse employees, departments, and customers via phone and email.
- Aptitude for learning the technical details related to the organization.
- Attention to detail.
- Problem-solving skills
- Ability to develop a strategy and communicate at all levels in written, oral, and non-verbal methods.
- Ability to prioritize work and meet deadlines.
- Sensitivity to confidential documents and information
- Self‐motivated, dynamic, and confident, with the ability to work on own initiative.
- Experience with Salesforce or similar CRM
- Competence in Microsoft Office suite – as a minimum Word, Excel, PowerPoint
Experience And Qualifications
- Degree in nursing, business management, sales, marketing, or related degree
- 10+ years of management of operational customer service teams
- 5+ years of Pharmaceutical or healthcare customer service experience preferred.
- 5+ years of successful management and leadership of customer service teams
- Willingness to obtain working knowledge of the industry including:
- Knowledge of all products and services available to customers
- Independent research on customer service topics that are pertinent to our customers.
- Familiarity of clinical operations and how it relates to MedTech devices.
Benefits
- Health/Dental (employer paid)/Vision (employer paid)
- IRA with company matching, no vesting period.
- Paid PTO
- Paid Holidays
This position will be located in our Darien, CT office and work a hybrid schedule 3 days in office 2 from home
About CEFALY Technology
Founded in 2008, CEFALY Technology is transforming the approach to migraine pain relief by offering a drug-free, non-invasive treatment option. Our mission — to solve the persistent problem of migraine through advanced therapeutic innovations.
Our proprietary device, the CEFALY DUAL, is an external Trigeminal Nerve Stimulator (eTNS) device, that works by sending tiny electrical impulses through a self-adhesive electrode placed on the forehead to stimulate the trigeminal nerve, reducing the frequency and intensity of migraine attacks.
In 2020, CEFALY DUAL became the first device of its kind available over-the-counter (OTC) in the United States. To date, CEFALY has treated over 2 billion migraines worldwide, and with OTC clearance, that number is poised for significant growth.