To oversee the operations of the Customer Service department which includes maintaining a Service Center for all clients and accounts, provides prompt service to all inquiries and guides the customer service department to exceptional customer satisfaction.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Provide strategic direction and leadership to the customer service department to ensure efficient, timely, and accurate processing of all work.
Develop best practices for customer service functions; design and implement standard operating procedures for call scripts and emails.
Analyze changes in company products and procedures that affect the customers and implement appropriate changes.
Field customer service calls and enter orders, improve customer service experience, and create engaged customers to facilitate growth.
Support the establishment and maintenance of long-term relationships with customers.
Act as subject matter expert on customer service process and conflict resolution for customers.
Lead or participate in meetings representing the customer service perspective. Analyze data and create reports to provide leadership with insight on service calls.
Develop and maintain a positive and professional work environment for customer service team.
Train, motivate, and develop staff in order to meet the current and future needs of the department and the company.
Design and implement key performance indicators and goals for successful role performance across the department.
Comply with, support, and enforce policies and procedures within the department.
Perform other duties as requested.
QUALIFICATIONS:
Bachelor's degree preferred; minimum of five years of customer service and management experience required.
Excellent verbal and written communication skills.
Strong interpersonal and relationship building skills with internal and external customers
Strong decision-making skills.
Extensive knowledge of customer service procedures and principles.
Well organized and detail oriented, with the ability to work on multiple projects simultaneously.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.