firstPRO Inc. Hiring for Customer Service Manager (Remote) at Remote Full Time

Duration: Direct Hire

Job Title: Customer Service Manager

Location: Remote (Operations are based in Boston, MA)

Compensation: Competitive market value annual salary plus bonus (20%), equity, and benefits

Scope of Need

This will be the first Customer Service employee added to the team as part of an emerging growth company that just went commercial with its products. Described as a “Player Coach” this role will be very hands-on initially, and they are ideally looking for someone who had led and built a Customer Service team in the past who would be seeking to do so again.

Role & Responsibilities

This person will be responsible for building and maintaining the structure surrounding how we provide support for our prospective and current customers. This person responds to advanced client support tickets submitted through a variety of means (tickets, emails, phone calls, etc.), assists with new customer training and supports new and current accounts. This role will be expected to work with other teams to ensure customer needs and expectations are being met end-to end.

• Drive a customer-focused culture to meet and exceed internal and external customer expectations.
• Interact with customers and handle customer queries and complaints in a timely manner.
• Prepare weekly and monthly reports and surveys.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents.
• Set customer service goals for team members and help them achieve those goals.
• Manage the approved budget for the department.
• Motivate, organize, and encourage teamwork within the workforce.
• Create effective customer service procedures, policies, and standards.
• Participate in teams, committees, events, and training that improve the organization.
• Create and maintain departmental reports.
• Document details of troubleshooting, resolutions provided and other details in our CRM daily

Qualifications

• Targeting a Bachelor’s degree with 6+ years customer service experience, including Supervisor experience
• Experience leading and building out a Customer Service team previously
• Experience working in the medical device industry would be highly preferred, but not required
• Experience using NetSuite would be highly preferred, but not required
• Adaptable to fast-paced environments
• Strong communication skills
• Proven multi-tasking skills
• Strong leadership skills
• Excellent phone & video (zoom, etc.) presence and customer service skills

Job Type: Full-time

Pay: $140,000.00 – $150,000.00 per year

Benefits:

• Dental insurance
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• Bachelor’s (Required)

Experience:

• Customer Service Management/Supervisory: 3 years (Required)
• Medical Device Industry and/or NetSuite: 1 year (Required)

Work Location: Remote