Director, Customer Service

Job Details

Headquarters – Shreveport, LA

Full Time

$50,000.00 Salary/year

Description

Job Title:               Director, Customer Service

Department:          Corporate

Wage Category:    Exempt

Location:               Headquarter

Reports To:           Senior Director, Operations                           

Overview: The Director, Customer Service will direct and oversee the organization’s customer service operations.

Supervisory Responsibilities:

  • Participate in interviewing, hiring and training Customer Service staff.
  • Oversee the daily workflow of the Customer Service department.
  • Provide constructive and timely performance evaluations.
  • Recommend disciplinary and termination of Customer Service employees in accordance with company policy.

Duties include but are not limited to:

  • Draft, implement, and execute departmental policies and procedures.
  • Strategically lead and develop the customer service team to enhance performance by setting clear accountable performance measures.
  • Set up new customer accounts and keep the accounts up to date.
  • Maintain customer databases.
  • Record details of inquiries, comments, and customer complaints.
  • Develop and implement methods to record, assess, and analyze customer feedback.
  • Collect and analyze customer service performance and delivery data, take actions regarding responses.
  • Develop and implements training and quality assurance programs for the Customer Service department.
  • Identify, recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Draft and implement the Customer Service department’s budget.
  • Enhance the First Call Resolution.
  • Develop Net Promoter Score (NPS) – Customer Satisfaction (CSAT), or other Customer Metrics/scorecards.
  • Act as a liaison between the Customer Service department and other divisions in the company.
  • Measure and improve overall customer experience levels.
  • Identify and act to remove obstacles to delivering consistently high levels of service.
  • Create a culture and processes which achieve Customer Service business goals and objectives.
  • Identify new tools and technologies to better serve the customer.
  • Identify and provide feedback through one-on-one, effective use of personal development plans, and provision of coaching and development opportunities.
  • Work effectively with all peers and stakeholders to negotiate and influence customer improvements.
  • Drive quality and consistency.
  • Performs other related duties as assigned.

Required Skills/Abilities:

  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Able to adapt and succeed in a changing environment.
  • Proficient with Microsoft Office Suite or related software.

Qualifications

  • Bachelor’s degree required, or at least five years of related experience required, with prior management experience highly preferred.
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.

Apply via our website: https://52over52weeks.com/employment.php