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Customer Service Director for Process Excellence

2 months ago

Gilbert, Arizona, United States ZephyrTech Full time
About the Role

ZephyrTech is seeking a seasoned professional to lead our customer service team and drive process optimization initiatives. As a key member of our organization, you will be responsible for developing and implementing strategies to enhance customer satisfaction, reduce costs, and improve operational efficiency.

Key Responsibilities
  • Leadership and Team Development: Lead, motivate, and develop the employees of the internal customer service team and external service providers, leveraging your extensive experience to drive success.
  • Cost Optimization and Process Improvement: Continuously monitor and analyze key performance indicators (KPIs) such as service level, accessibility, and customer satisfaction, and proactively derive measures to optimize processes and reduce costs.
  • Process Development and Standardization: Drive the further development of processes across all contact channels, including written, telephone, website, online portal, and on-site consultation, to ensure seamless customer experiences.
  • Collaboration and Communication: Work closely with other departments, such as invoice management, debt management, Mako, and payment transactions, to establish standards and best practices for optimal customer concern processing.
  • Reporting and Analytics: Proactively report key figures and measures to top management, providing data-driven insights to inform business decisions.
Requirements
  • Leadership Experience: Several years of leadership experience in customer service, preferably in the energy industry.
  • Process Optimization Skills: Proven track record of successes in optimizing processes for cost reduction, customer satisfaction improvement, and efficient processing.
  • Communication and Interpersonal Skills: Excellent communication, proactive, independent, and customer-oriented approach, with the ability to inspire others and handle conflict situations effectively.
  • Technical Skills: Proficiency in common IT applications, including Microsoft Office (Excel, PowerPoint, etc.).