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Director, Customer Service

4 weeks ago

Grand Rapids, United States Corewell Health Full time

Job Summary - **Director, Customer Service**

The Director, Customer Care Center leads a consolidated call center (member and provider teams) in planning and implementing business critical strategic initiatives and operational tactics to enhance the customer experience. This position's team is responsible for servicing over 1 million calls per year and over 600,000 members. This position serves as the voice of the customer as well as the customer advocate in the organization. Given that, this position will play the role of business and customer liaison to multiple cross-functional leaders (Sales, Marketing, Operations, etc).

Key responsibilities include: executing developed strategic plans, as well as developing and executing complex tactical plans through direct reports; oversight of customer satisfaction, fiscal oversight of department budget, workforce planning and management, as well as leading continuous process, systems and training improvements.

Essential Functions - **Director, Customer Service**

Work with Senior Director of the Customer Experience to identify strategies to develop a world class contact center that facilitates all channels of communication with customers.
Develop and maintain a high performing and engaged customer service team to ensure a positive customer experience.
Lead and monitor a “best in class” training program for new hires and employees.

Implement customer service/experience initiatives that support the corporate customer relationship management

strategy and corporate brand.
Strategically plan for customer service initiatives through benchmarking, surveys, focus groups and continuing education.
Implement goals and quality standards for customer service and experience. Design mechanisms to measure performance against goals. Ensure that goals are being met or exceeded.

Leading change and innovation of the customer care experience relative to technology, systems, processes and overall customer satisfaction, collaborating with other contact centers within the organization as well as other operational departments to identify opportunities and implement solutions.

Lead the identification and implementation of software, equipment and monitoring devices that would enable Customer Service to exceed customer expectation including:

- Telephony
- Web based services and communications
- CRM Systems
- Other system upgrades

Effectively communicate customer service issues and concerns through verbal and written communications to management and external constituents.

Collaborate effectively with sales and marketing partners to ensure forecasts are accurate, servicing approach is meeting our customer’s needs and issue identification and solutions are expedient.

Work cross-functionally to proactively identify and initiate process improvements that positively impact the Customer and business.

Qualifications - **Director, Customer Service**
- Required Bachelor's Degree or equivalent Business Administration, Communications or related degree
- Preferred Master's Degree or equivalent Business Administration, Communications or related degree
- 5 years of relevant experience senior management experience in a Customer Service or Call Center environment Required
- Knowledge of workforce management techniques Preferred
- Proven ability to prioritize, delegate, accept direction and achieve goals.

Preferred
- Proven success as a leader of people. Preferred

Physical Demands - **Director, Customer Service**
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
- Waist to Waist > 5 lbs: Seldom up to 10 lbs
- Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
- Waist to Overhead > 5 lbs: Seldom up to 10 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 10 lbs
- Pushing Force > 5 lbs: Seldom up to 10 lbs
- Pulling Force > 5 lbs: Seldom up to 10 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Occasionally
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Occasionally
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Seldom
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Finger/Hand Dexterity: Frequently

**Primary Location**

SITE - Priority Health - 1231 E Beltline - Grand Rapids

**Department Name**

PH - Customer Care Center Administration

**Employment Type**

Full time

**Shift**

Day (United States of America)

**Weekly Scheduled Hours**

40

**Hours of Work**

8:00 a.m. to 5:00 p.m.

**Days Worked**

Monday through Friday

**Weekend Frequency**

Variable weekends
- Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any oth

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