Who We’re Looking For:

The Director of Customer Experience will create and drive a vision which will enhance customer satisfaction and loyalty. Primary duties will include overseeing service calls, sales order maintenance, conflict resolution, technical support, and collection of balances. Long term goals include; continuous process improvement, developing department leadership, survey customer feedback and ensure proper staffing based on seasonality.

Key Responsibilities: 

  • Partners with the management team to align customer service department policies and systems with the company’s objectives.
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Measures Customer Service Reps performance by setting standards to meet service goals of company.
  • Assists Customer Service Reps in troubleshooting orders that require special handling.
  • Responds to customer inquiries and problem solving in a professional and effective fashion.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Oversees quality and quality of work produced insuring employees are held accountable and expectations are consistently met.
  • Oversees customer issues and ensure effective and long-term problem resolution.
  • Provides feedback to the company regarding service failures or customer concerns.
  • Resolves escalated service center issues for customers.
  • Continually evaluate company policies to provide fair and consistent service to our customers.
  • Responsible for employees’ training and development which includes leadership development
  • Demonstrates leadership qualities consistent with management values and mission.
  • Coaches Customer Service team in order to achieve high performance.
  • Develops staff through performance management, goal setting, training, and effective employee relations.

The Right Person Would Have:

  • BA/BS degree
  • 4+ years in a management capacity with experience overseeing both onshore and offshore teams.
  • 10+ Years of Customer Service Experience
  • Contact center management experience in a related or similar environment with a customer satisfaction focus.
  • Prior experience with CRMs (Salesforce preferred)
  • Must be able to work some holidays as required to fulfill business and operating plans.

Benefits:

  • We offer medical, dental and vision plans
  • All you can eat snacks and beverages
  • Open work space
  • Fun, collaborative environment!

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