Manager of Customer Care Center

This role is an employment opportunity with Northland Hearing Centers, Inc. (referred to as "Starkey Retail"), a wholly owned subsidiary of Starkey Laboratories, Inc. All Starkey Retail positions are covered under Northland Hearing Centers, Inc.'s benefit and compensation programs. The Customer Care Center Manager is responsible for working with Call Center Representatives and monitoring Call Source reporting to maintain a department-wide appointment conversion rate of 80% or better. By increasing appointments created from prospect calls, we ensure maximum sales opportunities for our offices, and a better return on marketing expenses. This position will report to the Director of Patient Care Operations and work with him on developing training tactics and metrics for success.

At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being. That means carefully guiding our patients on how to choose the best style and technology to enhance their lifestyle.

JOB SUMMARY DESCRIPTION

The Customer Care Center Manager is responsible for working with Call Center Representatives and monitoring Call Source reporting to maintain a department-wide appointment conversion rate of 80% or better. By increasing appointments created from prospect calls, we ensure maximum sales opportunities for our offices, and a better return on marketing expenses. This position will report to the Director of Patient Care Operations and work with him on developing training tactics and metrics for success.

JOB RESPONSIBILITIES

• Use Call Source reporting to identify Call Center Representatives with low appointment conversion.

• Monitor missed opportunity reporting to identify methods for improvement.

• Coach and train Representatives individually to maximize appointment conversion.

• Address common mistakes in call handling.

• Look for trends in call handling that point to sources for low appointment conversion.

• Identify locations with poor appointment conversion, and determine if it's related to scheduling, patient requests, etc.

• Recognize campaigns with low conversion rates.

• Create inventive solutions to improve overall marketing performance.

• Prepare Call Center Representatives for upcoming marketing campaigns.

• Contact marketing coordinators to request ad pieces for upcoming events.

• Work with manager to create scripts specifically designed for a given campaign.

• Brief Call Center Representatives on daily campaigns.

1. Communicate regularly with Marketing Coordinators, Regional Clinic Managers, Regional Directors, and other staff to address concerns and resolve conflicts.

1. Work with the Regional Clinic Manager to correct scheduling errors in a timely manner and identify ways of preventing future mistakes.

• Gauge concerns of staff, work to maintain positive perception of Customer Care Center.

• Other duties/responsibilities as assigned

JOB REQUIREMENTS

Minimum Education, Certification and Experience Requirements

• Education (i.e. 4-year college degree, license, certification)

• High school graduate or equivalent

• Experience (i.e. years of work experience related to the job)

• Previous customer service or call center experience, familiarity with hearing aid industry

• Experience coaching and training customer service agents

Knowledge / Technical Requirements

• Advanced knowledge of software systems including MS Office, MS Dynamics CRM, patient management software

Competencies, Skills & Abilities

• Good problem solving, analytical abilities, communication, organizational and interpersonal skills required

Salary and Other Compensation:
The target pay rate for this position is between $70,070.00 -$84,000.00 per year. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate.
This position is eligible for monthly uncapped commissions in accordance with the terms of the Company's plan.

Benefits: The following benefits for this position, subject to applicable eligibility requirements, include 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, and paid holidays annually. This position is not eligible for a bonus.

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