Director of Customer Service
5635 Riverdale Dr. , PO BOx 1550 Jamestown, NC 27282 US
Job Description
Responsibilities:
- Lead, mentor, and inspire a team of customer service managers and representatives
- Foster a positive and collaborative team culture focused on customer satisfaction
- Set clear goals and performance expectations for the team
- Develop and execute customer service strategies that align with company objectives
- Identify key performance indicators (KPIs) and regularly assess team performance
- Continuously seek opportunities for process improvement and efficiency
- Ensure all customer interactions are handled professionally and, in a customer, -centric manner
- Implement customer feedback mechanisms to gather insights and make data-driven improvements
- Collaborate with other departments to enhance the overall customer journey
- Provide ongoing training and development opportunities for the customer service team
- Keep the team updated on product knowledge and industry trends
- Identify and nurture talent within the team
- Establish and maintain quality assurance standards for customer interactions
- Monitor and evaluate customer service calls, emails, and chats to maintain high-quality standards
- Manage the department's budget effectively, optimizing resources for maximum efficiency
- Oversee staffing, including recruitment, onboarding, and scheduling
- Generate regular reports on customer service performance, identifying trends and areas for improvement
- Use data and analytics to make informed decisions and set strategic priorities
- Utilize technology to deliver faster communication, provide direct results, reduce costs, and improve customer outcomes
- Monitor ACD system to ensure proper staffing to offer our internal and external customers exceptional service
- Responds to and distributes action request forms to and from other departments/individuals
- Communicates information and needs to the Sales Manager or Sales Support Manager as needed
- Other duties as assigned
Qualifications:
- Bachelor’s degree in business administration, Management or related field
- 7-10 years of experience in leading a Customer Service Department
- Proficiency in CRM systems and Customer Service software
Interested candidates should submit their resume to Jordan Milligan at JMilligan@theresource.com for more details.
While we appreciate all inquiries, only qualified candidates will be contacted with more information.
Meet Your Recruiter
Jordan Milligan
Jordan is a Direct-Hire Recruiter at The Resource, with experience in all aspects of the recruiting process from sourcing to closing. He's passionate about helping companies find their next great hire, and takes pride in helping candidates advance their careers.
Jordan would love to hear from you if you're looking for a new opportunity or have a job opening at your company that needs to be filled quickly. Be sure to connect with him on LinkedIn too!
Hobby: Playing guitar, Favorite getaway: The Outer Banks, Favorite Childhood Book: Lemony Snicket's "A Series of Unfortunate Events" (as a kid, I read every single book in this series multiple times), Favorite Band: Toto, All-time Favorite Vacation Destination: Barcelona, Spain
