About DME Serve:
Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors
Job Duties and Responsibilities:
- Work across customer-facing teams that handle the end-end process (technical, billing, and customer service) to ensure transactional process results in best-in-class customer experience.
- Develop, implement, and manage processes across all customer touchpoints.
- Provide accurate and timely communication to internal stakeholders on the overall health of the team status and its deliverables.
- Escalate issues as needed to appropriate management levels and follow through to resolve them.
- Communicate with Business / Functional leaders regularly, providing feedback on the team’s performance via Monthly Operational Meetings, Quarterly Business Reviews, and Annual Business Reviews.
- Drive the team’s Key Performance Indicators
- Ensure client’s service and performance requirements are met.
- Collaborates with clients on training, WFM, and volume requirements.
- Collaborates with clients on process and quality.
- Implement, and track Client Management-led initiatives to drive continuous improvements.
- Coach and provide performance feedback to team members in a regular basis.
- Analyze and report performance trends and recommend solutions to the gaps/opportunities identified.
- Assigned work allocations to team members to ensure productivity.
- Conduct team meetings/huddles to discuss the team’s performance, goals, and strategies.
- Provide direction to others according to established policies and management guidance.
- Handle escalated calls that need immediate attention.
Job Required Qualification:
- At least 2 yrs. of supervisor experience (with Technical Support and Billing Exp, Customer Service -preferred)
- Demonstrated ability to inspire and lead teams through difficult circumstances and rapid growth.
- Ability to identify areas needing improvement and relentlessly pursue process excellence.
- Impeccable written and oral communication skills
- Bachelor’s degree (preferred)
- Startup / rapid growth experience (preferred)
