Director of Customer Service

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:
2. Recruit, train, develop, manage & retain staff to ensure great customer service.
3. Provide ongoing coaching, mentoring, and performance feedback to the staff.
4. Foster a positive and member-focused work environment.

1. Strategy and Planning:
2. Develop and implement a service strategy that aligns with the company's goals.
3. Implement and develop a capacity planning strategy and aligns with the needs of the division.
4. Set and monitor key performance indicators (KPIs) to assess the division's performance.
5. Monitor and report on key customer experience metrics (eg, NPS, CSAT, CES).
6. Stay updated on industry trends and best practices in customer service.

1. Member Experience:
2. Ensure a consistent and exceptional experience across all member and customer touchpoints.
3. Address and resolve escalated issues, demonstrating strong conflict resolution skills.
4. Implement and maintain feedback and satisfaction programs.

1. Process Improvement:
2. Identify and implement process improvements to enhance efficiency and effectiveness.
3. Work closely with other divisions to streamline processes and improve member service delivery.

1. Training and Development:
2. Develop and deliver training programs for member service staff to enhance their skills and products and services knowledge.
3. Encourage continuous learning and professional growth among the team.

1. Budget Management:
2. Manage the member service division budget effectively, optimizing resource allocation.
3. 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.

Supervision of Others:

The position is responsible for supervising multiple work units, with full responsibility for effective operation and results of those units. Supervises one or more-unit supervisors or managers.