Director of Customer Service
Santa Ana, CA, USA | First American
Customer Experience & Support
Job Description:56 people have viewed this job
We are looking for a Director of Customer Service to join our team in Santa Ana, CA! You will be responsible for directing the day to day customer service operations for onshore and offshore groups. You will be responsible for measuring and monitoring customer service metrics through the use of dashboards, specifically through Salesforce. You will serve as a change agent and develop a culture of identifying customer pain points and opportunities to improve the overall customer experience.
Establish and oversee implementation of key metrics designed to measure department and individual team performance
Monitor programs and procedures, through a dashboard, to ensure customer satisfaction
Address escalated calls and non-standard customer service related issues
Manages a group of customer service reps that handle customer service inquiries and problems via telephone, letter, fax or email
Develops and monitors the application of operating systems including policies and procedures, operating structure and information flow. Ensures work production volume meets product/service standards and exceeds quality standards
Implements goals, objectives, and work standards for the department
Plans, organizes, administers, reviews, and evaluates the activities of professional, technical, and office support staff
Contributes to the overall quality of the department by developing and coordinating work teams and by reviewing, recommending, and implementing improved policies and procedures
Provides training and professional development to maintain effective morale, productivity, and discipline
Must be able to travel internationally
Knowledge and Skills/Technology Used
Knowledge of Salesforce
Demonstrated competency in executing strategic plans
Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources
Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects
Experience and knowledge of functional tools and infrastructure
Understanding of metrics/dashboards that drive an environment and culture of continuous improvement.
Progressive experience in leading employees in multiple locations and significant experience developing and implementing solutions
Possesses problem solving, collaboration, critical thinking, team building, and presentation skills
Results oriented and solution thinking with time management and project management skills
Displays leadership skills, leading by example, driving employee commitment through actions, and empowering employees to reach their full potential
Bilingual; fluent in Spanish language a plus!
Bachelor’s degree or equivalent combination of education and experience
Advanced degree preferred
Typical Range of Experience
8+ years of progressive management experience
Experience managing a call center environment a plus!
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