Customer Service Manager

DEPARTMENT: Customer Service 

JOB TYPE: Full-Time

LOCATION: Johns Creek, GA

REPORTS TO: Operations Manager

SUMMARY: Founded in 2014, Zywie Healthcare is a cardiac monitoring company. We record and transmit patients’ EKGs through holter monitor, event monitor, & mobile cardiac telemetry monitors. We are a trendsetter in the industry by putting doctors’ offices and hospitals in complete control of their cardiac monitoring. As an organization on the cutting-edge of medical science, we plan to expand beyond the confines of a cardiac device company to become the gold standard for patient care. We want you to help us make this a reality. 

We currently have an opening for a Customer Service Manager in our Johns Creek office. The CSM is responsible for the supervision of both of the internal and external customer service representatives, along with reporting, staffing, and oversight of the day-to-day functions of the department.

DUTIES AND RESPONSIBILITIES:

• Supervise, train, and mentor customer service representatives.
• Conduct performance evaluations and provide constructive feedback.
• Foster a positive and collaborative team environment.
• Manage daily operations of the customer service department, including staffing, scheduling, and resource allocation.
• Monitor and analyze key performance indicators (KPIs) to ensure service standards are met.
• Address and resolve escalated customer issues and complaints in a timely and professional manner.
• Develop and implement customer service policies, procedures, and best practices.
• Identify areas for process improvement and lead initiatives to enhance efficiency and service quality.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Drive efforts to improve customer satisfaction and loyalty.
• Gather and analyze customer feedback to inform service enhancements.
• Ensure consistent application of company standards in all customer interactions.
• Prepare regular reports on department performance, including metrics related to customer satisfaction, response times, and resolution rates.
• Use data-driven insights to make informed decisions and recommend improvements.
• Develop and deliver training programs to enhance team skills and knowledge.
• Stay updated on industry trends and best practices to ensure the team is equipped with the latest tools and techniques

QUALIFICATIONS: 

• Bachelor’s degree in business administration, Management, or a related field (or equivalent work experience).
• Proven experience in a customer service management role, with a track record of leading high-performing teams.
• Strong understanding of customer service principles, practices, and technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data, identify trends, and make strategic recommendations.
• Proficiency in customer service software and CRM systems.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

COMPETENCIES:

• Leadership & Team Development The ability to effectively supervise, mentor, and develop customer service representatives while fostering a collaborative team environment. This includes conducting performance evaluations, providing constructive feedback, and creating training programs that enhance team capabilities and knowledge retention.
• Operational Excellence & Process Management Expertise in managing daily departmental operations including staffing, scheduling, resource allocation, and workflow optimization. This competency involves monitoring KPIs, identifying process improvement opportunities, and implementing best practices to enhance efficiency and service quality.
• Customer Relationship Management & Problem Resolution Advanced skills in handling escalated customer issues, developing customer service policies, and ensuring consistent application of company standards. This includes the ability to resolve complex problems professionally while driving improvements in customer satisfaction and loyalty.
• Data Analysis & Strategic Decision Making Proficiency in analyzing customer feedback, performance metrics, and service data to make informed strategic recommendations. This involves preparing comprehensive reports on department performance and using data-driven insights to guide operational improvements.
• Cross-Functional Collaboration & Communication Strong interpersonal and communication skills necessary for collaborating with other departments to ensure seamless customer experiences. This includes the ability to work effectively across organizational touchpoints and maintain clear communication channels at all levels.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Primarily sedentary office work with extended computer use
• Regular standing and walking for team meetings and floor supervision
• Occasional lifting of office materials (up to 25 lbs)
• Visual acuity required for data analysis and report review
• Manual dexterity needed for computer operation and documentation

Benefits:

• Health Insurance
• PTO and Holidays
• 401(K)
• Life Insurance 
• AD & D Insurance

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Zywie is an Equal Opportunity Employer. Zywie does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.