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Customer Service Director

2 months ago

Chattanooga, Tennessee, United States Breeze Unlimited Full time
About the Role

Breeze Unlimited is proud to partner with Akina Pharmacy to find a highly skilled Customer Service Director. As a key member of the Akina team, you will be responsible for leading and managing the customer service team to deliver exceptional service standards.

Key Responsibilities
  • Leadership and Management: Lead and manage the customer service team to achieve exceptional service standards, holding team members accountable for their performance and ensuring they embody the company's core values.
  • Strategy and Planning: Develop and implement customer service strategies that align with the company's goals, analyzing customer service metrics to identify areas for improvement and planning resource allocation.
  • Team Development and Training: Identify training needs and opportunities for team growth, implementing training programs to enhance the skills and knowledge of customer service representatives.
  • Customer Experience and Satisfaction: Oversee the management of customer interactions across all channels to ensure a consistent and high-quality customer experience, developing policies and procedures to enhance customer satisfaction.
  • Performance Metrics: Manage defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails/chat requests handled, and order transactions completed, while maintaining an exceptional customer-satisfaction rating.
Requirements
  • 3-5 years experience actively managing and developing a customer service team.
  • Experience being actively responsible for customer service personnel and departmental KPIs.
  • Experience leading, managing, and being accountable for customer service training, development, and growth, and implementation of processes and systems to achieve world-class customer service.
What We Offer
  • Medical Benefits (Includes Dental and Vision).
  • 401k + Employer Match up to 3%.
  • Paid Time Off - Vacation and Paid Time Off-Sick.
  • Paid Holidays.