Customer Service Director

7 days ago


Wentzville, Missouri, United States Etrailer Full time
About the Role

Etrailer is seeking a highly skilled Customer Service Manager to lead our team of customer service professionals. As a key member of our organization, you will be responsible for developing and implementing strategies to deliver exceptional customer service and drive business growth.

Key Responsibilities
  • Leadership and Development: Lead and mentor Team Leaders to enhance their leadership capabilities, ensuring they have the necessary skills and motivation to deliver exceptional service.
  • Performance Management: Conduct regular one-on-one meetings, performance evaluations, and provide constructive feedback to drive continuous improvement.
  • Strategic Planning: Develop and implement strategic plans to help Team Leaders meet and exceed department goals while aligning with overall business objectives.
  • Operational Management: Oversee daily operations, including managing call, chat, and email volumes, and resource allocation to maintain efficiency and high service levels.
  • Quality Assurance: Establish and maintain a formal quality assurance program to monitor individual performance and improve neighbor satisfaction.
  • Process Improvement: Continuously evaluate and redesign processes to enhance service quality, and establish metrics to analyze results and drive improvements.
  • Escalation and Resolution: Act as an escalation point for complex neighbor issues, resolving them efficiently to maintain high satisfaction.
  • Training and Development:
  • Communication: Communicate job expectations and department goals to Team Leaders, fostering open communication and alignment with business objectives.
Requirements
  • Leadership Experience: Proven experience leading teams to exceed performance metrics in a fast-paced environment.
  • Communication Skills: Excellent communication skills with the ability to effectively convey and embody our company values.
  • Problem-Solving Skills: Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
  • Education: Bachelor's degree (preferred).
  • Experience: 5+ years of experience managing a large Customer Service department, 3+ years track record managing a call center preferably in a high-volume environment.


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