Customer Service Manager

Job Description

Oakwoods Center is a leading provider in the mental health care industry, dedicated to delivering compassionate and effective support to individuals seeking mental health services. We are currently seeking a highly motivated and experienced Customer Service Manager to join our dynamic team. The ideal candidate will play a crucial role in ensuring that all clients and their families receive exceptional service and support throughout their journey with us. This position requires a person who is empathetic, organized, and skilled at managing a team while maintaining a focus on client satisfaction and quality care. Working at Oakwoods Center means being part of a mission-driven organization that values integrity, collaboration, and innovation in mental health care. The Customer Service Manager will oversee daily operations of the customer service department, develop strategies to improve service delivery, and act as a liaison between clients and clinical teams. This role offers the opportunity to make a meaningful impact on the lives of individuals navigating mental health challenges by ensuring their experience with Oakwoods Center is positive, respectful, and supportive. If you are passionate about mental health and have a strong background in customer service management, we invite you to join our dedicated team and contribute to our commitment to excellence in mental health care.

Responsibilities

• Lead and manage the customer service team to deliver exceptional service to clients and their families.
• Develop and implement customer service policies, procedures, and standards tailored to the mental health care environment.
• Handle escalated client inquiries and complaints promptly and effectively to ensure client satisfaction.
• Collaborate with clinical and administrative staff to ensure seamless communication and service coordination.
• Monitor and analyze customer service metrics to identify trends and areas for improvement.
• Develop training programs to enhance the skills and knowledge of the customer service team.
• Ensure compliance with industry regulations and maintain confidentiality and privacy of client information.

Requirements

• Bachelor’s degree in Business Administration, Health Care Management, Psychology, or a related field preferred.
• Strong understanding of mental health care principles and the unique needs of clients and families seeking mental health support.
• Excellent communication, interpersonal, and leadership skills with the ability to manage and motivate a team effectively.
• Proficient in customer service software and Microsoft Office Suite.
• Ability to handle sensitive situations with empathy, professionalism, and discretion.
• Strong problem-solving skills and the ability to work collaboratively across departments to improve service delivery.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Stock Option Plan