Are you an EPIC leader with a passion for delivering exceptional customer experience!? We're seeking a Manager of Customer Service who embodies our core values of Empathy, Passion, Integrity and Commitment, to lead and inspire our Customer Service team in a fast-paced, call center-like environment. If you're a strategic thinker with expertise in phone operations, team leadership, and order processing, we want to hear from you! About the Position + Call Center Operations and Phone Management: + Own and manage all aspects of the phone system and call center operations, including incoming and outgoing calls. + Ensure calls are handled professionally and efficiently, whether addressing patient questions, scheduling appointments, verifying information, or processing orders. + Establish and enforce phone etiquette and service standards to enhance the overall customer experience. + Monitor call metrics such as response times, hold times, and call resolution rates, driving improvements where necessary. + Order Processing Oversight: + Oversee the order processing function, ensuring orders are entered, reviewed, and completed accurately. + Work collaboratively with intake and other teams to ensure smooth transitions and avoid bottlenecks in the order lifecycle. + Implement and maintain processes to streamline order management and improve accuracy. + Team Leadership: + Manage and support the Customer Service team, fostering a positive and service-oriented environment. + Develop training programs to improve team skills, particularly in phone etiquette, customer interaction, and order management. + Provide regular coaching, feedback, and performance evaluations to drive excellence. + Metrics and Reporting: + Track and analyze key performance indicators (KPIs) related to phone operations, customer satisfaction, and order accuracy. + Use data insights to identify trends and recommend operational improvements. + Report regularly on team performance. + Cross-Functional Collaboration: + Partner with other departments to ensure seamless processes and resolve issues that may impact customer service or order fulfillment. + Collaborate with HR to recruit, train, and retain high-performing team members. Qualifications for Success + 3+ years of management experience in a call center or customer service setting strongly preferred. + Bachelor’s degree or equivalent experience in business, healthcare, or a related field strongly preferred. + High School Diploma, GED required. + Mastery of phone systems, CRM tools, and workflow management. + Proven leadership, communication, and problem-solving abilities. + Strategic thinker with a passion for continuous improvement and exceptional service. Benefits + Health, Dental, and Vision Insurance + Short-term and Long-term disability options + 401K with company contribution + PTO, Vacation and Paid Holidays Compensation + $60,500 - $70,000 annually dependent on experience Location + Wheatfield, NY