Customer Experience Manager

Company Overview: 
MedPro Disposal is a leading provider of healthcare compliance solutions, serving medical waste generators nationwide. We focus on helping clients meet strict regulatory requirements while streamlining waste management processes to create a safer, more sustainable healthcare environment. 

Position Overview:

We are searching for an experienced and driven Customer Support Manager with a knack for creating high-performing teams and delivering exceptional customer experience to join our vibrant team in Naperville, IL. This pivotal role offers the opportunity to make a meaningful impact by leading a talented team dedicated to providing unparalleled service to our valued healthcare clients.

Key Responsibilities:

• Inspire, mentor, and lead a team of customer support representatives and team leads, fostering a collaborative and productive atmosphere.
• Oversee all facets of customer support operations, including call center activities, complaint resolution, and account management, ensuring excellence in every interaction.
• Design and implement innovative strategies to enhance customer satisfaction, streamline processes, and deliver exceptional service.
• Build and maintain strong partnerships with outsourced support teams, ensuring alignment with MedPro’s standards and objectives.
• Conduct regular performance reviews, provide coaching, and promote continuous learning to support team growth and success.
• Collaborate closely with cross-functional teams, including sales and operations, to deliver a seamless customer journey.
• Monitor and analyze key performance metrics to identify opportunities for improvement and drive operational efficiency.
• Gather and act on customer feedback to refine and elevate the quality of service.
• Stay informed about industry trends by participating in events, conferences, and professional development opportunities.

Qualifications:

• At least 5 years of experience in a leadership role within customer support, preferably in B2B or healthcare industries.
• Demonstrated success in building and leading high-performing teams.
• Hands-on experience managing outsourced support teams.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong organizational and time management abilities, with a keen eye for detail.
• Proficiency in Microsoft Office Suite and customer support software; experience with CRM systems is a bonus.
• A bachelor’s degree in business administration, healthcare administration, or a related field is preferred.

Why Join MedPro Disposal?

• Salary range of $65K-$80K based on experience, plus a comprehensive benefits package including health, dental, and vision insurance, paid time off, and more.
• Be part of a fast-growing company committed to customer service excellence and innovation.
• Enjoy a positive, collaborative, and supportive work environment.
• Access to robust professional development and career advancement opportunities.

Recruitment Process:

If your application is shortlisted, you’ll be asked to complete a criteria skills assessment before your initial interview.

EEOC Statement:

MedPro Disposal is an equal-opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other legally protected characteristics. Individuals from all backgrounds, experiences, and perspectives are encouraged to apply.

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Salary : $65,000 - $80,000