Customer Experience Manager

Overview

As the Customer Experience Manager, you will be responsible for overseeing the day-to-day operations and ensuring the customer journey is engaging, efficient, and effective. You will be a motivator and supporter of creating and implementing sales techniques, compliance, and ensuring administrative activities are completed correctly and timely. The Customer Experience Manager will work directly with the Director of Operations and Customer Experience to create a work environment that engages the Customer Experience Team in the goals and visions of AgelessRx. In addition to your supervisory duties, this is largely a customer support role, a portion of your work will be responding to our customers via several channels including email, phone, and live chat. 

Responsibilities
  • Responsible for managing a growing team of seven Customer Experience Associates; overseeing their daily activities 

  • Work in partnership with the Chief of Staff and the Director of Customer Experience and Operations for hiring qualified staff, ensure an effective onboarding experience, providing comprehensive training, and regular feedback

  • Spearhead communication between Customer Experience Team and Medical Team 

  • Ensures effective scheduling for all Customer Experience Associates 

  • Understand, track, and optimize team metrics such as conversion rates and overall team production

  • Monitors the effectiveness of operational processes and procedures  

  • Become an expert on the AgelessRx product and service offerings & be able to educate customers on those offerings 

  • Alongside the Director of Customer Experience and Operations, establish annual goals and objectives for the department based on the company’s strategic goals 

  • Assist with developing and improving the customer experience infrastructure 

  • Help develop and improve company processes and internal efficiency 

  • Work with the Medical Team and Customer Experience Team to get new customer prescriptions approved 

  • Work hand-in-hand with pharmaceutical partners to ensure prescriptions are delivered on time 

  • Audit phone, text, and email conversations to ensure the highest level of customer satisfaction and specialist efficiency

Qualifications
  • Interested in longevity 

  • Outstanding customer focus and sales skills 

  • Excellent verbal and written communication skills 

  • Top-notch organizational skills with exceptional attention to detail  

  • Strong problem-solving skills 

  • Ability to work well within a team, while developing and motivating staff 

To Apply

Submit PDF resume to jobs@agelessrx.com with “Customer Experience Manager” in the subject line.