Customer Experience Manager

TELYRX LLC•Clearwater, FL

8d•$60,000•Hybrid

About The Position

We are looking for a dedicated and empathetic Customer Experience Manager to lead our customer experience team, ensuring they have the tools, guidance, and support needed to excel. You’ll play a hands-on role in shaping the customer journey, managing team performance, and overseeing schedules to maintain seamless operations. If you are passionate about creating exceptional experiences and empowering others, this is the role for you.

Requirements

Bachelor’s degree in business, communications, healthcare, or a related field; equivalent experience considered.
2+ years of experience managing a customer-facing team.
Proficient in HIPAA regulations regarding pharmacy standards.
Exceptional leadership, problem-solving, and conflict-resolution skills.
Strong organizational skills, with experience in team scheduling and resource planning.
Excellent verbal and written communication skills, including grammar and spelling.
Proficiency with CRM systems and operational tools.
Flexible availability to work non-standard hours, including weekends, evenings, and holidays when needed.

Responsibilities

Manage, mentor, and inspire the customer experience team to deliver outstanding service.
Serve as a trusted resource and point of guidance for team members, providing coaching and support to navigate customer challenges.
Foster a culture of collaboration, positivity, and continuous improvement.
Train and develop learning strategies for all team members
Oversee team scheduling to ensure adequate coverage during business hours, weekends, evenings, and holidays.
Monitor workflows and allocate resources efficiently to meet customer demand.
Handle unexpected scheduling challenges with agility and ensure team readiness.
Support the team in resolving complex customer issues, providing escalation assistance when necessary.
Personally handle high-priority or sensitive customer concerns with professionalism and empathy.
Lead by example by maintaining a customer-first approach in all interactions.
Set clear expectations, performance goals, and KPIs for the team.
Regularly review team performance, offer constructive feedback, and celebrate achievements.
Identify training needs and coordinate skill-building sessions for team members.
Analyze customer feedback and operational data to identify trends, opportunities, and pain points.
Collaborate with cross-functional teams to implement changes that improve the customer journey.
Stay informed about industry best practices and integrate innovative approaches into the team’s workflow.
Closely work with the pharmacy team with essential updates from customers.