Head of Customer Service

3 weeks ago

Irvine, United States 3 Day Blinds Full time

3 Day Blinds is a national retailer and manufacturer of quality, custom-made blinds, shades, draperies, and shutters. We are proud to be part of the Hunter Douglas family of brands. Over the last 40 years we’ve successfully helped transform our clients' homes and workplaces by offering a wide variety of products that add beauty and comfort to every space. It takes a talented group of individuals to do what we do, and we do it together as One Team. We strive to create a culture of learning and opportunity, and most importantly, an environment where you can feel passionate and connected to your work every day.

**Position Overview**

The Head of Customer Service is a pivotal leadership role that demands a solid understanding of CX systems and solutions, with a strong expertise of using Salesforce Service Cloud to run high-volume call center operations. The Head of Customer Service will be responsible for elevating customer satisfaction, driving efficiency through process improvements and technological innovations, and ensuring a seamless customer experience. The position involves overseeing the customer service teams and third party solution providers, with responsibility for multiple brands.

**What you'll do**
- Leadership and Team Management: Lead and inspire a remote team of professionals for multiple
brands. Foster a culture of continuous improvement, innovation, and customer focus within the
teams.
- Talent Development: Hire, develop, and mentor support team members, fostering a culture of
excellence and exceptional customer experiences. Optimize coverage and scheduling, create
programs to motivate and assess team performance.
- Performance Analysis and Improvement: Analyze department performance and proactively
implement strategies to enhance quality, productivity, and profitability.
- Process Optimization and Automation: Monitor key work processes, such as repairs, warranty claims,
and technical support workflows. Establish scalable processes, workflows, and automation for
effective, low-friction, responsive support.
- Digital Self-Service: Partner with stakeholder groups to design and implement a customer self-serve
digital experience for a low-friction experience.
- Technology and Innovation: Stay abreast of emerging technologies and trends in information
technology to continuously improve support capabilities. Oversee the development and
implementation of digital tools and platforms to enhance the customer experience.
- Cross-Functional Collaboration: Collaborate with other departments, including installation services,
sales, merchandising, and manufacturing to ensure a unified and consistent customer experience.
- All other duties as assigned

**Who you are**
- 10+ years’ work experience at a senior leadership level.
- Bachelor’s Degree in a related field, Master’s Degree preferred.
- Hands-on experience using Salesforce Service Cloud to run a high-volume Customer Service organization.
- Experience managing within a matrix structured organization.
- Experience leading high-performing teams.
- Demonstrated success in implementing innovative customer service strategies and technologies.
- Self-motivated team player with strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills (oral and written).
- Strong attention to detail, organizational skills, and ability to thrive in a fast-paced environment.

**What's in it for you?**
- Annual base salary range: $144,000.00 - $162,000.00
- Bonus target range: 35-45%
- Generous benefits package including medical, dental, vision, life, disability
- A company culture that prioritizes internal development and professional growth
- Time off with pay
- 401(k) plan with a degree of employer matching
- Paid parental leave
- Wellness programs and product discounts

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