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The Customer Service Director will serve as a leader and role model to support and develop the customer service team. We are looking for a person that loves taking a "hands-on" approach with customers, and developing employees to handle difficult customer service issues. An experienced customer service director with some sales experience is a plus, as every customer service call is also an opportunity.
PRINCIPAL RESPONSIBILITIES:
PRINCIPAL RESPONSIBILITIES:
- Always has a positive attitude and dynamic personality even in the most difficult customer service days
- Oversees day-to-day Customer Service operations ensuring above average service levels are provided
- Provides strategic leadership, coaching and direction to customer service team, providing visibility to corporate strategies and ensuring that the team's perspective influences those strategies.
- Positively communicate and demonstrate Entrust Bankcard Core Values by developing trust & respect among peers, working as a team and partnering with Employees at all levels.
- Identify measurable opportunities to improve customer service response, satisfaction and retention
- Follow current metrics and further develop performance metrics in order to maximize efficiency and profitability
- Work closely with Operations and Sales groups to develop and implement best practices and identify opportunities to improve customer service processes
- Develop and mentor Customer Service team
- Leads and energizes employees regarding their roles in providing excellent service.
- Develops and implements best practices, reporting standards and performance assessment.
- Manage the Customer Service Division budget, including forecasting headcount and operating expenses
- Performs other job-related duties as assigned or apparent
- Strong leadership, motivational and organization skills
- Excellent oral, written and presentation skills to effectively communicate with all levels of management, employees and customers.
- Proficiency in partnering with business leaders to drive company strategies.
- Strong management skills including the ability to manage projects within budget, maintain the momentum, and achieve results.
- Strong skills related to building, sales and selling, and improving collaboration among departments.
REQUIREMENTS:
- Minimum 5 years Customer Service experience, holding supervisory and / or management roles
- Some sales experience is a bonus
- Bachelor's or Associates degree preferred, but equivalent combination of experience and education will be considered.
- Medical
- Vision
- Dental