Ellie Diagnostics
Ellie Diagnostics is the #1 independent full-service veterinary diagnostics laboratory dedicated to transforming animal health by making wellness testing more accessible. Ellie provides next-day lab results, complimentary shipping, pathology consultations, data protection, mobile access to orders and results and innovative laboratory reporting. Our comprehensive test menu includes routine lab testing, histopathology, cytology, microbiology and a wide variety of specialty tests.
Veterinary • Life Sciences • Diagnostics • Laboratory • Clinical Diagnostics
51 - 200 employees
💰 Private Equity Round on 2021-11
Director of Client Relations
March 8
Ellie Diagnostics
Ellie Diagnostics is the #1 independent full-service veterinary diagnostics laboratory dedicated to transforming animal health by making wellness testing more accessible. Ellie provides next-day lab results, complimentary shipping, pathology consultations, data protection, mobile access to orders and results and innovative laboratory reporting. Our comprehensive test menu includes routine lab testing, histopathology, cytology, microbiology and a wide variety of specialty tests.
Veterinary • Life Sciences • Diagnostics • Laboratory • Clinical Diagnostics
51 - 200 employees
💰 Private Equity Round on 2021-11
📋 Description
• Oversee all ECC Call Center operations, ensuring service level goals, efficiency, and customer satisfaction targets are met. • Lead, mentor, and develop a team of Customer Service Managers, ensuring a high-performing and engaged workforce. • Establish and refine customer service strategies, focusing on proactive issue resolution and best-in-class service. • Implement and monitor KPIs (Key Performance Indicators), including response times, case resolution, and client satisfaction scores. • Ensure consistency in customer interactions, implementing quality assurance and training programs for service teams. • Develop and drive initiatives that enhance the overall client experience, fostering long-term customer loyalty. • Act as an escalation point for critical customer service issues, resolving concerns with a solution-oriented approach. • Establish strong cross-functional collaboration with Sales, Operations, and Product teams to improve customer service outcomes. • Champion client feedback programs, ensuring customer insights shape Ellie Diagnostics’ service and product improvements. • Evaluate and optimize call center processes, leveraging automation and AI-driven tools to enhance efficiency. • Oversee the implementation of CRM and customer service technology enhancements to improve case management and response times. • Drive continuous process improvements to increase first-call resolution rates and reduce response times. • Build a high-performing, customer-centric culture, ensuring alignment with Ellie Diagnostics' values. • Provide training, coaching, and professional development opportunities for customer service leadership and frontline teams. • Foster a collaborative and inclusive work environment, ensuring high employee morale and engagement.
🎯 Requirements
• 10+ years of experience in customer service, client relations, or call center leadership, preferably in healthcare, diagnostics, or veterinary services. • Proven experience in managing call center operations, customer service teams, and leadership development. • Strong understanding of customer service metrics, call center analytics, and CRM systems. • Ability to develop and execute customer experience strategies aligned with business objectives. • Strong leadership, problem-solving, and conflict resolution skills. • Excellent communication and relationship management skills with a client-first mindset. • Proficiency in customer service technology platforms and Hubspot, preferred.
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