Customer Service Operations Leader

2 weeks ago


Phoenix, Arizona, United States LHH Recruitment Solutions Full time
Job Overview

Position: Customer Service Operations Leader

LHH Recruitment Solutions is collaborating with a prominent construction firm seeking a dedicated Customer Service Operations Leader to enhance their expanding workforce. This role requires full onsite presence during standard business hours.

Salary Range: $75,000 - $80,000

Role Summary: As the Customer Service Operations Leader, you will be instrumental in guiding and supervising a team of over 50 customer service representatives and 5 team leaders. Your core duties will involve optimizing daily operations, boosting customer satisfaction, and enhancing team performance.

Key Responsibilities:

  • Team Leadership: Direct and mentor a team of customer service representatives and supervisors, cultivating a positive and efficient work atmosphere.
  • Operational Management: Manage daily operations within the customer service department, including performance monitoring, scheduling, and compliance with company policies.
  • Performance Evaluation: Assess customer service performance, interpret data, and develop strategies to elevate service quality and productivity.
  • Training Initiatives: Create and implement training sessions to improve team skills and knowledge, ensuring representatives are equipped to address customer inquiries effectively.
  • Customer Satisfaction Focus: Establish best practices for customer service, resolving escalated issues to maintain high levels of customer satisfaction.
  • Reporting Duties: Generate and present regular reports on customer service performance, highlighting key metrics, trends, and opportunities for enhancement.

Qualifications:

  • Minimum of 3 years of experience in customer service management, demonstrating success in leading large teams and achieving operational excellence.
  • Exceptional leadership and team management skills, with strong interpersonal and communication capabilities.
  • Ability to analyze performance data and execute improvement strategies.
  • Proficient problem-solving skills, capable of managing escalated customer concerns effectively.
  • Familiarity with customer service software and CRM platforms.
  • A Bachelor’s degree in Business Administration, Management, or a related discipline is preferred.

Benefits:

  • Competitive salary and comprehensive benefits package.
  • Opportunity to work with a respected construction company in a pivotal management position.
  • A collaborative and supportive work environment.


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