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Director, Customer Service

Company: Lablind
Location: Shreveport
Posted on: May 17, 2023

Job Description:

Salary Range $50,000.00 Description Job Title: Director, Customer Service
Department: Corporate
Wage Category: Exempt
Location: Headquarters
Reports To: Senior Vice President Overview:The Director, Customer Service will direct and oversee the organization's customer service operations. Supervisory Responsibilities:

  • Recruits, interviews, hires and trains departmental staff.
  • Oversees the daily workflow of the department.
  • Provides constructive and timely performance evaluations.
  • Handles discipline and termination of employees in accordance with company policy. Duties include but are not limited to:
    • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
    • Develops and implements methods to record, assess, and analyze customer feedback.
    • Develops and implements training and quality assurance programs for new hires and experienced employees.
    • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
    • Acts as a liaison between the customer service department and other divisions in the company.
    • Drafts and implements the department's budget.
    • Strategically lead and develop the customer service team to enhance performance by setting clear accountable performance measures.
    • Create a culture and processes which achieve the business goals and objectives concerning customer service.
    • Improve Net Promoter Score (NPS) - Customer Satisfaction (CSAT), or other Customer Metrics/scorecards
    • Enhance the First Call Resolution.
    • Identify new tools and technologies to better serve the customer.
    • Act as the voice of the customer across the organization.
    • Identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities.
    • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issue
    • Work effectively with all peers including Finance, Marketing, and Operations to negotiate and influence customer improvements.
    • Continually develop improvements and embed successful change projects.
    • Drive quality and consistency.
    • Set up new customer accounts and keep accounts up to date.
    • Record details of inquiries, comments, and complaints.
    • Performs other related duties as assigned. Required Skills/Abilities:
      • Excellent interpersonal and customer service skills.
      • Excellent organizational skills and attention to detail.
      • Strong analytical and problem-solving skills.
      • Strong supervisory and leadership skills.
      • Proficient with Microsoft Office Suite or related software. Qualifications: Bachelor's degree required, or at least five years of related experience required, with prior management experience highly preferred.
        • Prolonged periods sitting at a desk and working on a computer.
        • Must be able to lift 15 pounds at times.

Keywords: Lablind, Shreveport , Director, Customer Service, Hospitality & Tourism , Shreveport, Louisiana

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