GENERAL SUMMARY:
As the Director, you will play a pivotal role in shaping and executing our customer service strategy. You will lead a team of membership support service professionals and a team of customer service retail associates. The Director is responsible for ensuring that our members and customers have a world-class experience. You will oversee all aspects of member service operations, drive improvements, and maintain a high level of member and customer satisfaction.
ESSENTIAL FUNCTIONS:
1. Leadership and Team Management:
- Recruit, train, develop, manage & retain staff to ensure great customer service.
- Provide ongoing coaching, mentoring, and performance feedback to the staff.
- Foster a positive and member-focused work environment.
2. Strategy and Planning:
- Develop and implement a service strategy that aligns with the company's goals.
- Implement and develop a capacity planning strategy and aligns with the needs of the division.
- Set and monitor key performance indicators (KPIs) to assess the division's performance.
- Monitor and report on key customer experience metrics (e.g., NPS, CSAT, CES).
- Stay updated on industry trends and best practices in customer service.
3. Member Experience:
- Ensure a consistent and exceptional experience across all member and customer touchpoints.
- Address and resolve escalated issues, demonstrating strong conflict resolution skills.
- Implement and maintain feedback and satisfaction programs.
4. Process Improvement:
- Identify and implement process improvements to enhance efficiency and effectiveness.
- Work closely with other divisions to streamline processes and improve member service delivery.
5. Training and Development:
- Develop and deliver training programs for member service staff to enhance their skills and products and services knowledge.
- Encourage continuous learning and professional growth among the team.
6. Budget Management:
- Manage the member service division budget effectively, optimizing resource allocation.
- Control costs while ensuring quality member service delivery.
REPORTING RELATIONSHIP (reports directly to): Senior Director of Operations
MINIMUM SKILLS REQUIRED FOR ESSENTIAL FUNCTIONS
Education/Technical Knowledge:
- College education - four year degree to provide basic familiarity with a variety of subjects.
Additional Skills Needed:
- A member-oriented mindset and a passion for delivering exceptional service
- Strong understanding of customer service principles, practices, and technologies.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using customer service software and tools.
- Data-driven and capable of analyzing and interpreting performance metrics.
- Proven experience in a leadership role within a customer service department.
Experience:
At least 5 to years of 8 years of related experience, with prior management experience highly preferred.