VP, Customer Care

Syneron is a leading and rapidly growing medical laser company involved in the design, development, and marketing of aesthetic medical devices to physicians and other practitioners worldwide. The company’s products are used for hair removal, wrinkle reduction, skin rejuvenation, and cellulite reduction.

 

We are currently searching for a “Vice President, Customer Care” for our Head office in Irvine California.

This is a great opportunity for a high-achiever with enthusiasm, drive, and the desire to be part of a great team!

 

Reports to: President, North America.

 

 

 

The Job

  Lead the Customer Care Centre responsible for handling incoming calls related to post sale activities including customer, technical, delivery, and training. Acts as the customer advocate, drive best practices in service delivery and improve customer value through ongoing managing while maintaining the focus on customers. Working with other departments, enhance Syneron’s reputation in the marketplace by evolving service delivery methods, adding new functionality and improve upon existing processes to better meet customer needs. Establish, maintain and deliver on voice of the customer targets in order to achieve a high level of customer satisfaction.  This includes the development of strategies to collect, disseminate and respond to customer feedback, to ensure Syneron is effectively responding to customer demands. Ensure all Customer Complaints are effectively handled through the established Escalation Process.  Collaborate with other user departments if changes are required. Through analysis of telephone data, create a work schedule that meets the established service level agreements. Refine metrics within the customer care center dashboard. Enhance and maintain reporting systems to monitor caller activity and case activity. Provide regular reporting charts to senior management. Select and provide ongoing coaching to direct reports (including conducting performance appraisals, discipline/work plans when required) Refine and maintain data integrity standards within Salesforce.com

 

  Working with Manager of Clinical Training, responsible for internal and external management of clinical training Responsible for delivering all training including external customers,  internal employees and consultants, as required, including New Hires, and sales reps, across NA Through the Manager of Clinical Training, manages independent contractors for training clients in the use of Syneron products.  Foster a team environment with a spirit of continuous improvements.

·         Any other duties or projects as assigned

 

 

 

 

The Requirements

 

·         7 to 10 years Operations, Service Center, Customer Help Desk experience within a call center environment. 

·         Minimum Bachelor’s degree; prefer MBA

·         Prefer some experience in in-service training

·         Strategic vision/planning/implementation skills are required

·         Superior critical and analytical thinking 

·         Exceptional problem solving skills

·         Sound judgment and handling of difficult or complex situations

·         Solid knowledge of metrics, analysis and CRM databases

·         Superior communication skills, both verbal and written

·         Computer literate in Outlook, Microsoft Office and customer tracking software such as Sales Force/CRM

·         Outstanding customer / public relations skills

·         Ability to multi-task and manage time and deadlines

·         Lead, coach and mentor team members while managing daily operations

·         Confident, team oriented and proactive.

·         Travel expected throughout North America.