Customer Service Director

1 week ago


Phoenix, Arizona, United States LanceSoft, Inc. Full time
Customer Service Manager

LanceSoft, Inc. is seeking a seasoned professional to fill the role of Customer Service Manager. This position requires a strong leader who can effectively manage a team of customer service representatives and ensure that our customers receive exceptional service.

Key Responsibilities:
  • Team Leadership: Participate in the interviewing and hiring process to select top talent for our team.
  • Work Planning and Coordination: Plan, assign, coordinate, and oversee the daily work of direct reports to align with our organization's strategic, operational, and tactical priorities.
  • Performance Management: Conduct regular one-on-one meetings to provide constructive feedback, coaching, and mentoring to team members.
  • Goal Setting and Evaluation: Set reasonable performance goals and conduct mid-year and annual performance appraisals to ensure team members are meeting expectations.
  • Recognition and Rewards: Recognize and reward performance excellence, culture championship, and continuous improvement efforts.
  • Policy Enforcement: Communicate and enforce agency policies and programs to ensure compliance and consistency.
  • Problem Resolution: Apply corrective action, address complaints, and resolve problems in a timely and effective manner.
Requirements:
  • Communication Skills: Strong verbal, written, and listening communication skills.
  • Customer Service Skills: Excellent customer service skills and acumen.
  • Interpersonal Skills: Excellent interpersonal skills and demeanor.
  • Organizational Skills: Effective organization and time management skills with the ability to manage multiple projects simultaneously.
  • Project Management Skills: Effective project management skills with the ability to lead and direct the work of teams.
  • Technical Skills: Proficient in the use of a PC in a Windows environment and MS Office Applications.
  • Database Management: Proficient in the use of various agency databases and applications.
Experience:

A minimum of five years of related experience in customer service, legal, financial, tax, banking, or similar field of work is required.



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