Director, Customer Service

Salary depends on experience
Posted on 06/29/18
Boulder, CO
5 - 7 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 06/29/18

JOB RESPONSIBILITIES

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to enthusiastically deliver excellent supportexperiences to customers,
  • Responsible for development and administration of department budget that attain business goals with operational stability,
  • Deliver results against defined scope of work that includes strategic innovation, performance reporting, and human capital development,
  • Develop, implement and maintain effective internal and external Quality Assurance programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Customer Service performance, and product feedback.
  • Develop and maintain effective organizational practices, including efficient recruiting, training, coaching, recognition, workflow, staffing levels and supervision,
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction
  • Effective use of Knowledge Management methods and tools to facilitate modern opportunities for customer self-help,
  • Insure compliance with regulatory agency guidelines and standards.

KNOWLEDGE AND SKILLS

  • Bachelor of Science degree or higher preferred,
  • Minimum 5 years of Customer Service/Contact Center management experience,
  • Experience supporting custom technical products, services and SaaS-based platforms
  • HDI Support Center Director certification, KCS, ITIL or related certifications desired,
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and advanced customer support methods with associated technologies,
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
  • Computer Skills: Microsoft Office365, Microsoft Dynamics365 with advanced Excel skills
  • Occasional travel to clients or trade shows required.

 

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