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National Customer Service Director

2 months ago

Villa Rica, Georgia, United States Advanced Scope, LLC Full time
Job Overview

We are seeking a highly skilled National Customer Service Manager to lead our customer service team at our headquarters in Villa Rica, Georgia. This role is responsible for developing and implementing strategies to deliver exceptional customer service experiences, driving revenue growth, and optimizing customer service operations.

Key Responsibilities
  • Team Leadership and Management
    • Lead and manage a team of customer service representatives to ensure high performance, productivity, and engagement.
    • Provide coaching, training, and development opportunities to support the growth and success of the customer service team.
  • Customer Service Excellence
    • Develop and implement strategies to deliver exceptional customer service experiences that exceed customer expectations.
    • Establish and monitor key performance indicators (KPIs) to measure and improve customer service performance, including response times, resolution rates, and customer satisfaction scores.
  • Sales Focus
    • Drive a sales-focused culture within the customer service team, identifying opportunities to increase revenue through upselling, cross-selling, and promoting additional products or services.
    • Collaborate with sales and marketing teams to align customer service efforts with revenue growth objectives.
  • Process Improvement and Innovation
    • Identify opportunities to streamline order processing, enhance information flow, and improve overall efficiency within the customer service department.
    • Implement new ideas, systems, and technologies to optimize customer service operations and drive revenue growth.
  • Communication and Collaboration
    • Foster collaboration and communication between headquarters and remote customer service teams to ensure alignment of goals, objectives, and best practices.
    • Partner with cross-functional teams, including operations, sales, and marketing, to drive continuous improvement and achieve business objectives.