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Director of Customer Service

Santa Ana, CA, USA | First American

  • Industry:
    Real Estate
  • Position Type:
  • Functions:
    General Management
    Customer Experience & Support
  • Experience:
    7-10 years
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.

Essential Functions

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!

Typical Education

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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