Customer Service Director

2 days ago

Fairborn, Ohio, United States Morris Furniture Co.,INC. Full time
Customer Care Manager

About the Role:

As a Customer Care Manager at Morris Furniture Company, INC., you will lead a team of Customer Care Agents, Specialists, and Supervisors. Your primary responsibility will be to provide ongoing coaching, training, and feedback to ensure high-performing professionals deliver exceptional customer service via phone, email, or chat. You will be expected to drive upstream process improvements to reduce inbound contacts and enhance Net Promoter Scores (NPS).

Key Responsibilities:
  • Plan, prioritize, train, and collaborate with your team to achieve Service Level Agreements (SLAs)
  • Analyze relevant data and create reports to identify customer service opportunities and root cause analysis to reduce friction
  • Develop and implement strategies to improve quality of service, productivity, and profitability
  • Complete performance reviews for all employees in the department, establishing clear expectations and providing monthly coaching and performance feedback
  • Maintain and create dashboards and reports to monitor reduction in calls as new initiatives are implemented
  • Provide proactive follow-up for all assigned escalated customer issues
  • Implement new technologies to help manage work assignments by benchmarking tools and create proposals for Executive approval
  • Oversee new hire training and ongoing training initiatives for the team to drive quality interactions
  • Work on special projects with internal and external partners to drive NPS improvements
  • Other duties as assigned
Requirements:
  • Manage multiple, ongoing, and high-priority assignments simultaneously
  • Work independently
Qualifications:
  • Associate's Degree in Management or Business
  • Bachelor's Degree preferred
  • 5-7 years of customer service experience in a call center environment
  • 2-5 years of experience managing employees in a fast-paced environment
Work Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Customer Service Representative

    2 weeks ago

    Fairborn, Ohio, United States Waterco Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Waterco. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring their satisfaction with our products and services.Key ResponsibilitiesCustomer...

  • Customer Service Representative

    1 week ago

    Fairborn, Ohio, United States Waterco Full time

    Job SummaryWe are seeking a highly skilled Customer Service Representative to join our team at Culligan by WaterCo. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, resolving issues, and promoting our products and services.Key ResponsibilitiesProvide timely and effective resolution to...

  • Customer Service Representative

    2 days ago

    Fairborn, Ohio, United States Culligan International Company Full time

    Job SummaryCulligan International is seeking a highly motivated and detail-oriented Customer Care Professional to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving customer complaints, and ensuring customer satisfaction.Key ResponsibilitiesProvide proactive customer...

  • Customer Service Ambassador

    2 weeks ago

    Fairborn, Ohio, United States Family Dollar Full time

    Family Dollar - Customer Service Representative **Job Summary:** As a Customer Service Representative at Family Dollar, you will be responsible for providing exceptional service to customers. Your primary goal will be to ensure that every customer leaves the store satisfied with their shopping experience. **Key Responsibilities:** * Greet customers and...

  • Customer Service Representative

    2 weeks ago

    Fairborn, Ohio, United States Curtiss-Wright Full time

    Job Summary:We are seeking a highly skilled Customer Service Specialist to join our team at Curtiss-Wright. As a key member of our Program Management team, you will be responsible for providing exceptional customer service to our global customer base.Key Responsibilities:Act as the primary point of contact for customer inquiries and concernsCollaborate with...

  • Customer Service Representative

    6 days ago

    Fairborn, Ohio, United States Curtiss-Wright Full time

    Customer Service SpecialistWe are seeking a highly skilled Customer Service Specialist to join our team at Curtiss-Wright. As a key member of our Program Management team, you will play a critical role in serving our global customer base.Key Responsibilities:Provide exceptional customer service and support to our global customer base.Collaborate with the...

  • Customer Service Representative

    5 days ago

    Fairborn, Ohio, United States Joann Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Team Member to join our team at Joann. As a Team Member, you will be responsible for delivering exceptional customer service, driving sales, and creating a positive in-store experience.Key ResponsibilitiesProvide outstanding customer service, responding to customer inquiries and resolving...

  • Customer Service Representative

    6 days ago

    Fairborn, Ohio, United States YMCA of Greater Dayton Full time

    Member Services RepresentativeWe are seeking a highly motivated and customer-focused individual to join our team as a Member Services Representative. In this role, you will be responsible for providing exceptional service to our members and guests at the Member Services Desk.Key Responsibilities:Provide excellent member service and respond to member...

  • Customer Service Representative

    3 weeks ago

    Fairborn, Ohio, United States YMCA of Greater Dayton Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Member Services Representative at the YMCA of Greater Dayton. As a key member of our front desk team, you will be responsible for providing exceptional service to our members and guests, ensuring a positive and welcoming experience at our facility.Key...

  • Customer Service Representative

    2 weeks ago

    Fairborn, Ohio, United States YMCA of Greater Dayton Full time

    Member Services RepresentativeWe are seeking a highly motivated and customer-focused individual to join our team as a Member Services Representative at the Fairborn YMCA. As a key member of our team, you will be responsible for providing exceptional service to our members and guests, ensuring a positive and welcoming experience at our facility.Key...

  • Customer Service Representative

    2 weeks ago

    Fairborn, Ohio, United States Meijer Full time

    About MeijerAs a family-owned company, we prioritize serving people and communities. When you join our team, you'll have opportunities for career growth and development centered around leadership and personal growth.BenefitsCompetitive weekly payScheduling flexibilityPaid parental leavePaid education assistanceTeam member discountDevelopment programs for...

  • Customer Service Representative

    6 days ago

    Fairborn, Ohio, United States Planet Fitness - Fitton Clubs Full time

    Member Services RepresentativeWe are seeking a highly motivated and customer-focused individual to join our team as a Member Services Representative. As a key member of our staff, you will be responsible for providing exceptional customer service to our members, prospective members, and guests, ensuring an exceptional "Judgement Free" member experience.Key...

  • Customer Service Representative

    3 weeks ago

    Fairborn, Ohio, United States Lowe's Companies Full time

    Job Summary:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our sales floor team, you will be responsible for providing exceptional customer service, processing transactions, and maintaining a clean and safe store environment.Key Responsibilities:Customer...

  • Customer Service Representative

    2 weeks ago

    Fairborn, Ohio, United States YMCA of Greater Dayton Full time

    {"Position Summary": "At the YMCA of Greater Dayton, we are seeking a highly skilled and customer-focused individual to join our team as a Member Services Representative. As a key member of our front desk team, you will be responsible for providing exceptional service to our members and guests, ensuring a positive and welcoming experience at our...

  • Customer Service Representative

    3 weeks ago

    Fairborn, Ohio, United States YMCA of Greater Dayton Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Member Services Representative at the YMCA of Greater Dayton. As a key member of our front desk team, you will be responsible for providing exceptional service to our members and guests, ensuring a positive and welcoming experience at our facility.Key...

  • Business Development Director

    1 day ago

    Fairborn, Ohio, United States Altamira Technologies Full time

    Business Development DirectorAltamira Technologies is seeking a seasoned Business Development Director to lead our efforts in expanding business operations within our customer DoD enterprises. The ideal candidate will have a proven track record of developing and executing business strategies that drive growth and revenue.Key Responsibilities:Develop and...

  • Customer Service Associate for Pet Care

    4 weeks ago

    Fairborn, Ohio, United States Feeders Pet Supply Full time

    Pet Supply Store Team MemberFeeders Pet Supply is on the lookout for a dedicated Pet Supply Store Team Member to deliver outstanding service to our retail customers. This role comes with a competitive compensation package and a variety of benefits, including:Leading 401k matching (for full-time employees)Comprehensive health, dental, life, and disability...

  • Customer Service Representative

    3 weeks ago

    Fairborn, Ohio, United States Planet Fitness Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Member Services Representative to join our team at Planet Fitness. As a key member of our staff, you will be responsible for providing exceptional customer service to our members, prospective members, and guests, ensuring an outstanding experience.Key ResponsibilitiesCustomer Service: Greet...

  • Business Development Director

    2 weeks ago

    Fairborn, Ohio, United States Altamira Technologies Full time

    About the RoleAltamira Technologies is seeking a seasoned Business Development Director to lead our efforts in expanding business operations within our customer DoD enterprises. The ideal candidate will have a proven track record of leading and closing opportunities, with a strong understanding of the defense and intelligence markets.Key ResponsibilitiesGrow...

  • Public Library Adult Services Director

    3 weeks ago

    Fairborn, Ohio, United States Greene County Public Library Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to serve as the Head of Adult Services at the Greene County Public Library. The successful candidate will be responsible for leading the Adult Services department and overseeing the development and implementation of programs and services for adults.Key ResponsibilitiesProgram Development...