Job Description
Job Description
Customer Service Manager – Hoffman Estates, IL
$80,000 – $90,000 annually
For more than 80 years, our company has been a trusted provider of medical equipment, proudly serving patients and families throughout the region. Headquarters in Hoffman Estates, we have built a reputation for delivering reliable products, compassionate support, and exceptional customer care. From CPAP machines and oxygen equipment to other essential supplies, we are committed to making life easier and healthier for the people who depend on us.
As we continue to grow, we are looking for a Customer Service Manager to oversee our patient support team and ensure smooth communication from the first call to delivery and beyond. This individual will play a key role in maintaining the high level of service our customers have come to expect, while also improving systems, supporting our staff, and creating an outstanding experience for every client.
Responsibilities:
- Lead, coach, and mentor a team of customer service representatives.
- Oversee daily office operations including scheduling and coordinating equipment deliveries and service appointments.
- Respond to customer inquiries and resolve issues with professionalism, empathy, and care.
- Troubleshoot equipment and service-related issues, working with technical staff when needed.
- Collaborate with delivery staff, technicians, and other teams to ensure smooth communication and service delivery.
- Develop training programs and set service standards for team members.
- Monitor performance metrics, call logs, and customer satisfaction feedback.
- Handle escalated concerns and ensure timely resolution.
- Prepare reports on team performance and customer experience.
- Identify opportunities to improve processes, streamline workflows, and strengthen customer relationships.
Qualifications:
- Minimum of 2 years of management or supervisory experience.
- Strong leadership skills with the ability to train and motivate a team.
- Excellent communication, organizational, and problem-solving abilities.
- Experience troubleshooting equipment or coordinating technical support is a plus.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite and Salesforce.