Company

A career with Montgomery DME (MDME) is an opportunity for you to join a rapidly expanding business committed to making a difference for hospice patients and their families. Based in Southern California, MDME provides hospices and patients with the highest quality durable medical equipment (DME) and outstanding service for 20+ years. Our commitment to quality and service continues to be a differentiator and our mission.

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Overview of the Role

Reporting to the Head of Sales, the Customer Service (CS) Director is responsible for leading the customer service function which includes (i) daily operations to deliver responsive, empathetic customer service and (ii) implementing initiatives to improve the customer’s experience and effectiveness of the team. The CS function at MDME has a range of responsibilities, including order-taking (which is transitioning to a self-service portal); new customer setup and onboarding; deliveries and returns; and proactive identification and resolution of potential customer issues.

 

This role will be based on-site in MDME’s headquarters in Santa Fe Springs, CA with the option to work remote one day per week.

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Key Responsibilities 

• Lead a team of customer service representatives to ensure that all customer inquiries are handled professionally, efficiently, effectively, and with empathy

• Develop and implement policies and processes to ensure consistency in customer service and effective communication with customers

• Monitor team performance using clearly defined metrics and identify areas for improvement, providing ongoing training and coaching to team members as needed

• Collaborate with other MDME teams (e.g. Warehouse, Accounting) so that the CS team is able to resolve customer issues and improve overall customer satisfaction

• Maintain accurate records of customer interactions and inquiries and provide regular reports to management, including identifying opportunities to improve MDME CS function

• Manage escalated customer issues, ensuring timely resolution and maintaining a high level of customer satisfaction

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Required Experience

• 8+ years of overall experience with 5+ years of experience in a customer service management role, ideally at a high-growth business

• Knowledge of best practice customer service principles, processes, tools (e.g., Zendesk), etc.

• Ability to lead and motivate a team to achieve goals and objectives

• Strong emotional intelligence and empathy for others, in particular, MDME’s customers

• Excellent communication and interpersonal skills

• Strong problem-solving, analytic, and organizational skills, and ability to work well under pressure

• Ability to work collaboratively with other departments to resolve customer issues

• Bachelor's degree

• Experience in the health sector is helpful, but not required

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If you are a results-driven individual with a passion for customer service and a proven track record of leadership, we encourage you to apply for this exciting opportunity.

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