Director - Customer Service - Healthx - Indianapolis

Job description
What we need:
A Director of Customer Service responsible for leading and developing the customer service department into a team that provides outstanding customer service with the goal of compelling every client to provide positive references. A stronger focus on leadership, management and people selection is required in this role as team members strive to build strong relationships with assigned clients rather than a call center mentality.
Outcomes:
Hire, lead, mentor, develop and retain a custom service staff that provides outstanding service to providers
Improve customer satisfaction scores for clients, consistent with overall company customer satisfaction improvement goals
Develop an understanding of the Healthcare Industry as it pertains to Healthx clients’ business objectives

Achieve a thorough understanding of the Healthx technology to enable effective customer service
Grow the team such that they understand and document in Salesforce the business value that each client is seeking and take ownership for them achieving it. Assess gaps to client’s goals, best practices - develop robust communications between clients and account executives.
Develop a collaborative team that becomes the hub of client’s communications.
Requirements:
Proven Effective Leader and Manager
Emotional Intelligence
Respect for Employees & Clients
Dedicated to continuous learning
Servant Leader approach to management
“Inspire then get out of the way” approach
Evaluate each challenge with a fresh eye
Security to let employees shine
Belief in the importance of knowing the customer
Ability to lead customer expectation management
Calm under pressure
Organization and Planning
Time Management
Strong listening and communication skills
Ability to diffuse a situation

Perks:
Participation in the Healthx Employee Bonus Plan
Excellent benefit package that includes medical, dental, vision, life, accident, disability and 401k benefits as well as paid vacation and holidays.

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