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Director of Customer Experience

2 months ago

Reston, Virginia, United States Coda Search│Staffing Full time
Job Description

Job Title: Director of Customer Service

Company: Coda Search│Staffing

Job Type: Full-time

Location: Remote

About Us:

Coda Search│Staffing is a leading staffing agency specializing in placing top talent in various industries. We are committed to providing exceptional service to our clients and candidates.

Job Summary:

We are seeking an experienced Director of Customer Service to lead our customer service team. The successful candidate will be responsible for developing and executing a customer service strategy that aligns with corporate objectives, promotes our commitment to stakeholders, and ensures an agile team that can adapt in a dynamic customer service environment.

Key Responsibilities:

  • Develop and Execute Customer Service Strategy: Develop and execute a customer service strategy that aligns with corporate objectives, promotes our commitment to stakeholders, and ensures an agile team that can adapt in a dynamic customer service environment.
  • Lead Customer Operations: Lead the execution of daily customer operations to ensure that goals are achieved, and performance metrics are met or exceeded.
  • Data-Driven Decision Making: Employ data-driven decision-making, regularly assessing performance data to implement solutions that enhance operational efficiency and improve customer satisfaction.
  • Resource Deployment: Effectively and efficiently deploy resources on behalf of ratepayers, ensuring that operating expenses are prudent and within budget.
  • Leadership and Development: Provide strong, dynamic leadership to mentor, develop, and guide team members, while ensuring strong succession planning.
  • Talent Development: Develop organizational talent through coaching, on-going performance feedback, formal performance appraisal process, and challenging assignments, all with the objective of enhancing employee skills and talent.
  • Relationship Building: Cultivate strong relationships with bargaining unit members and leaders to promote collaborative operations, collective bargaining, and work methods negotiations.
  • Internal Partnerships: Build and maintain strong internal partnerships with business unit leaders to achieve goals.
  • Customer Satisfaction: Ensure that customer satisfaction is appropriately prioritized in all aspects of performance in the organization.
  • Grievance Process: Participate in the grievance process, work methods negotiations, and contract negotiations as pertaining to Customer Service.

Requirements:

  • Education: Bachelor's degree in a related field is preferred.
  • Experience: 10+ years of related professional experience is required; with a minimum of three years in a strategic leadership position managing large customer service operations.
  • Labor Management Experience: Must have labor management experience.
  • Energy Industry Experience: Energy industry experience is desirable.
  • Communication Skills: Excellent communication skills and the ability to motivate a results-oriented management team.
  • Coaching Skills: Superior coaching skills with a passion for people development.
  • Time Management: Strong time management and organizational skills.
  • Negotiation Skills: Strong negotiation, collaboration, team facilitation, and influencing skills.
  • Written and Verbal Skills: Strong written and verbal skills.
  • Communication: Ability to effectively communicate with and present to both executive management and frontline personnel.