Customer Service Manager

 

Location: Atlanta, GA or Remote USA

Department: Product

Reports To: Senior Vice President, Product Management

Job type: Full Time, Exempt

 

Who We Are

Impiricus is at the forefront of transforming the pharmaceutical industry. Our mission is to innovate the way pharmaceutical companies connect with physicians, enhancing the communication channels that are critical for the advancement of healthcare. With a team dedicated to pushing the boundaries of digital solutions, we aim to improve patient outcomes by fostering more effective, data-driven interactions between healthcare professionals and drug manufacturers. Join us in our journey to revolutionize healthcare communication and make a lasting impact on the industry.

  

Job Summary

We are seeking a dedicated and personable Customer Service Manager to join our team. The ideal candidate will be responsible for overseeing call center customer support by addressing inquiries, resolving issues, and ensuring app user satisfaction. You will serve as the primary point of contact for our app users, delivering a high level of service that fosters our app users’ loyalty and retention.

 

Duties/ Responsibilities:

Call Center Management:

• Oversee daily operations of the call center to ensure efficient handling of HCP inquiries.
• Implement processes and protocols to improve call center performance and customer satisfaction.
• Monitor call center metrics and KPIs to identify areas for improvement.

HCP Support:

• Respond promptly and professionally to questions from healthcare professionals via phone, social media, and our iOS app.
• Provide accurate information and assistance regarding the prescribing assistant app.
• Maintain up-to-date knowledge of pharmacies, medications, and HCP workflows to better assist users.

Team Leadership and Support:

• Provide guidance and support to call center personnel, addressing their questions.
• Enhance the team's knowledge of the app and customer service skills.

Social Media Engagement:

• Monitor and manage HCP inquiries on social media platforms.
• Engage with HCPs online to provide support and gather feedback.
• Collaborate with the marketing team to ensure consistent messaging.

iOS App Support:

• Assist HCPs with navigating and utilizing the prescribing assistant app effectively.
• Collect and relay user feedback to the product development team for continuous improvement.
• Stay informed about app updates and features to provide accurate support.

Quality Assurance:

• Ensure all customer interactions meet company standards for professionalism and helpfulness.
• Handle escalated issues and complaints, working towards swift and satisfactory resolutions.
• Develop and update support documentation and FAQs.

Cross-Functional Collaboration:

• Work closely with product, development, and marketing teams to align customer feedback with business strategies.
• Participate in meetings to represent the voice of the customer.
• Contribute to the development of new features and services based on HCP needs.

Reporting and Analysis:

• Generate regular reports on customer inquiries, issues, and trends.
• Analyze data to identify patterns and recommend improvements.

Regulatory Compliance:

• Ensure all communications and support activities comply with healthcare regulations and company policies.
• Maintain confidentiality and security of sensitive healthcare information.

 

Experience:

• High school diploma or equivalent required; BS/BA preferred
• 5-10 years of experience managing customer service teams in a call center environment
• Previous experience in Pharmacy, Insurance, or Healthcare industry required
• Native English speaking proficiency
• Demonstrated experience managing customer service KPIs and improving team performance metrics
• Experience with CRM systems, help desk software, and reporting tools
• Knowledge of social media management and customer engagement
• Understanding of healthcare regulations and HIPAA compliance requirements
• Proven track record of process improvement and documentation development
• Experience with iOS/mobile app support preferred

 

Benefits:

Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being.

• Full support and career-development opportunities to expand your skills, enhance your expertise, and maximize your potential along your career journey;
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act;
• Generous Total Rewards Plan – Health Reimbursement Plan, Unlimited PTO, 401K matching, work/life balance, spectacular office location with outstanding amenities, annual company events, and more!

 

Impiricus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.