Overview
Position Overview:
This position is responsible for leading and optimizing a customer service team, focusing on overseeing all customer interactions across multiple channels, including inbound calls, digital platforms, and website inquiries. The ideal candidate will be a data driven leader with a passion for customer experience, operational excellence, and team development.
Duties and Responsibilities:
Include but are not limited to:
- Manage and support a dispersed team of customer service representatives across multiple locations.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct regular performance reviews and coaching sessions.
- Oversee all customer service channels including phone, email, text, and digital platforms.
- Ensure timely and effective resolution of customer inquiries and issues.
- Monitor and enhance the customer journey.
- Help design and implement the optimal team structure to support customer and business needs.
- Define clear roles, responsibilities, and accountability metrics for team members.
- Collaborate cross-functionally to align customer service strategies with broader company objectives.
- Develop and track key performance indicators to measure team effectiveness and customer satisfaction.
- Report on ROI of marketing & customer service initiatives and recommend adjustments.
- Evaluate and implement tools to streamline customer service operations.
- Communicate with VP’s, Regional Managers, Location Managers and Operations often on customer feedback, account service and potential issues or opportunities with assigned accounts. Cooperate with decision makers and operational individuals within divisions on all account needs.
- Develop work habits that create, build, and support the go-to-market strategy within the organization. Adapt to and communicate changes in strategies to key stakeholders.
Skills and Qualifications:
- Proven history of leading high-performing teams and improving customer satisfaction.
- Strong analytical skills with experience in data-driven decision making.
- Excellent communication, leadership, and interpersonal skills.
- Proficiency in CRM and digital customer service.
- Ability to work independently and make appropriate decisions.
- Flexibility to work the hours necessary to be successful and travel as needed.
- Proficient with MS Office suite and company specific software. Ability to understand and utilize additional technological tools and resources.
Education and Experience:
- High school diploma or equivalent required.
- Five years of relevant customer service experience required.