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Director - Customer Service

2 months ago

Buford, United States Rad Source Technologies Full time
Job DescriptionJob Description

Director - Customer Service

**THIS IS AN IN-OFFICE POSITION**

Responsibilities:

  • Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
  • Build positive relationships by going above and beyond with customer service, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
  • Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
  • Oversee the daily operations of the customer service department ensuring excellent satisfaction to all customers both domestic and internationally.
  • Identify customer needs, research issues, resolve complaints, and provide solutions.
  • Create developmental plans for processes, procedures and training to grow the team to the next level.
  • Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Work closely with the Service Department to develop mutually beneficial processes to improve customer satisfaction.
  • Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
  • Drive and improve metric reporting procedures utilizing FreshDesk, FieldPoint and Micollab Systems and own financial metrics, targets, and budgets.
  • Develop a full understanding of the customer service systems for training purposes and to recommend enhancements for future developments.
  • Ensure customer service team communicates Field Service Technician schedules efficiently and accurately.
  • Ensure prompt response times and ensure the team is maintaining a record of all activity in the ticketing system.
  • Other duties assigned as required.

Requirements:

  • 4-year college degree in a related field, or equivalent work experience in lieu of degree.
  • Strong active-listening and verbal-communication skills.
  • Strong conflict management skills.
  • Experience in NetSuite or Field Service Managements systems a plus.
  • Proven experience in a customer service management role, with a track record of successfully leading and managing a customer service department.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
  • Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
  • Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
  • Proficient in using customer service software and other relevant tools to manage customer interactions and track performance metrics is a plus.
  • Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability.
  • Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.
  • Fluent in use of MS-Office products, especially Word and Excel
  • Minimum of 7 years of experience in customer service management role.
  • Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
  • Excellent written and verbal communication skills.
  • Up to but not limited to 10% travel including possible international travel.

Benefits:

  • Monthly Benefit Allowance awarded to all employees.
  • Comprehensive Benefits Package.
  • 401(k) Match – up to 6.6% match / fully vested immediately.
  • PTO and Holiday Pay
  • Opportunities for growth

Rad Source Technologies, Inc. is an equal opportunity employer where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, gender, age, national origin, disability, veteran status or any other protected characteristic as established by law.

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime at the sole discretion of the Employer.

Company DescriptionRad Source was founded in 1997 for the purpose of creating non-gamma irradiation alternatives. Even prior to the more recent security issues associated with radioactive gamma sources, the company’s vision was to solve environmental disposal and related practical issues associated with “hot” source equipment.

Based on that, we introduced our first products in 1999 incorporating x-ray technology including the first FDA cleared x-ray blood irradiator as well as our laboratory research x-ray irradiator, the RS 2000.

Since then, we’ve continued expanding our capabilities and adding to our proprietary x-ray based irradiation technology, developing proprietary x-ray sources and new equipment. We are a global enterprise and our equipment resides in major pharmaceutical labs, healthcare institutions and renowned universities around the world. We are based in Buford, Georgia, USA where our highly qualified and dedicated staff continues to develop our technology, design and produce our equipment.Company DescriptionRad Source was founded in 1997 for the purpose of creating non-gamma irradiation alternatives. Even prior to the more recent security issues associated with radioactive gamma sources, the company’s vision was to solve environmental disposal and related practical issues associated with “hot” source equipment.\r
\r
Based on that, we introduced our first products in 1999 incorporating x-ray technology including the first FDA cleared x-ray blood irradiator as well as our laboratory research x-ray irradiator, the RS 2000.\r
\r
Since then, we’ve continued expanding our capabilities and adding to our proprietary x-ray based irradiation technology, developing proprietary x-ray sources and new equipment. We are a global enterprise and our equipment resides in major pharmaceutical labs, healthcare institutions and renowned universities around the world. We are based in Buford, Georgia, USA where our highly qualified and dedicated staff continues to develop our technology, design and produce our equipment.