The Director of Customer Service, based in Atlanta, GA, for a home appliances manufacturer, is responsible for managing all aspects of customer support. This includes strategy development, policy creation, and team leadership, with the goal of achieving high customer satisfaction. The role requires collaboration with other departments to ensure customer service aligns with overall business objectives.
Responsibilities:
- Create and execute a comprehensive customer service strategy that aligns with company goals, and establish performance standards.
- Oversee and guide a team of customer service staff, including training, performance reviews, and coaching.
- Supervise daily operations to ensure efficient workflows and prompt resolution of customer issues.
- Evaluate customer feedback to identify improvement opportunities and enhance the customer experience.
- Develop and enforce customer service policies and procedures, including escalation processes.
- Manage the customer service budget and monitor key performance indicators (KPIs) to assess team performance.
- Work with other departments such as operations, sales, marketing, and product development to ensure smooth customer interactions.
- Implement and evaluate new customer service technologies and tools to improve efficiency and engagement.
Requirements:
- Bachelor's degree in business or a related field.
- Over 10 years of experience in customer service, preferably in the home appliances product sector.
- Proven ability to develop and implement customer service strategies using metrics and KPIs.
- Proficiency in CRM systems and advanced experience with Office 365 applications (Excel, Word, Outlook).
- Ability to prioritize tasks, manage multiple projects, and adapt to changes quickly.
- Strong problem-solving, organizational, and analytical skills.
- Excellent written and verbal communication skills.
- Strong leadership and team management skills.
