Director of Customer Service

RecruiterCorp GB-12828-DAV

GLOBAL RECRUITING EXCELLENCE SINCE 1989

We have been retained to find a highly experience Customer Service Leader for this national responsibility. Your CSR’s are located at four locations in the US. Travel as needed.

Director of Customer Service Responsibilities:

  • Maintains customer satisfaction by providing problems-solving resources
  • Manages staff
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
  • Prepares and completes actions plans
  • Implements production, productivity, quality, and customer-service standards
  • Resolves problems
  • Completes audits
  • Identifies customer service trends and determines system improvements
  • Prepares annual budgets
  • Analyzes variance and initiates corrective actions
  • Determines customer service requirements by maintaining contact with customers and visiting operational environments
  • Conducts surveys and forms focus groups
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
  • Maximizes customer operational performance by providing help desk resources and technical advice
  • Resolves problems and disseminates advisories and warnings
  • Detects and diagnoses network problems
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations
  • Accomplishes information systems and organization mission by completing related results as needed

Qualifications:

  • Prior management experience in Customer Service is required
  • Process improvement
  • Strong decision-making skills
  • Managing processes
  • Staffing
  • Planning
  • Tracking budget expenses
  • Analyzing information
  • Developing standards
  • Help desk experience

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