Customer Service Director

6 days ago

Greensboro, United States TAT Technologies Full time

**About TAT Technologies**

TAT Technologies Ltd. is a global aerospace company dedicated to delivering exceptional customer experiences. With over 50 years of experience, we are the leading MRO, APU leasing, and OEM partner for key commercial and military aircraft solutions.

We have an ambitious and fast-growing environment that values team collaboration and personal relationships. Our flexible work setup enables talented individuals to achieve their development goals through drive, energy, and passion for the customer.

**Job Overview**

**Estimated Salary: $120,000 - $180,000 per year**

We are seeking a dynamic Senior Manager of Customer Service to lead our customer support operations and ensure an exceptional customer experience across all touchpoints. The ideal candidate will have a proven track record in customer service leadership, strategic thinking, and team development.

The successful candidate will be responsible for overseeing day-to-day operations, managing team performance, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve complex issues.

Key Responsibilities:

  • **Leadership & Team Management:**
    • Lead, mentor, and develop a team of customer service supervisors and representatives to ensure high performance, engagement, and professional growth.
    • Create a positive, results-driven culture, fostering open communication and collaboration across the team.
    • Monitor team performance and provide coaching, feedback, and performance reviews to achieve KPIs and service level agreements (SLAs).
  • **Customer Service Strategy:**
    • Develop and implement strategies for improving customer satisfaction and loyalty, including feedback loops, resolution protocols, and customer advocacy programs.
    • Identify trends, emerging customer issues, and potential areas for operational improvement.
    • Collaborate with the leadership team to align customer service objectives with overall company goals.
    • Align the team to the TAT CARE culture
  • **Operational Excellence:**
    • Ensure that the customer service department meets or exceeds established performance metrics, such as first response time, resolution time, and customer satisfaction scores.
    • Monitor and manage daily operations, including call volume, staffing levels, and workload distribution to ensure efficient service delivery.
    • Leverage technology and automation tools to improve service efficiency and streamline customer interactions.
  • **Continuous Improvement:**
    • Drive initiatives to improve customer service processes, policies, and procedures based on customer feedback, data analysis, and industry best practices.
    • Champion the adoption of new tools and technologies that enhance the customer experience.
    • Proactively identify and address areas of concern or improvement within the customer service team.
  • **Cross-Department Collaboration:**
    • Work closely with Sales, Marketing, Product, and other departments to address customer feedback, product issues, and service improvements.
    • Coordinate with the training and quality assurance teams to ensure staff is equipped with the right knowledge and tools to succeed.
  • **Reporting & Analysis:**
    • Regularly analyze and report on key customer service metrics, trends, and performance to leadership.
    • Use data-driven insights to inform decision-making and highlight areas for operational improvements.

Requirements:

  • Education:
    • Bachelor's degree in Business Administration, Communications, or related field (preferred). Equivalent experience may be considered.
  • Experience:
    • Minimum of 7-10 years of experience in customer service, with at least 3-5 years in a managerial or leadership role.
    • Proven experience managing a team of customer service professionals, ideally in a fast-paced or high-volume environment.
    • Demonstrated success in improving customer satisfaction, reducing customer churn, and driving operational efficiency.
    • Strong experience with CRM software, customer service platforms, and analytics tools.
  • Skills:
    • Excellent leadership and team management skills, with the ability to motivate and inspire teams.
    • Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
    • Strong problem-solving abilities, with a focus on finding solutions to complex customer issues.
    • Highly organized with a keen attention to detail.
    • Data-driven mindset with the ability to interpret and leverage performance metrics.
  • Certifications:
    • PMP certification preferred.
  • Personal Attributes:
    • Strong customer-centric mindset, with a passion for delivering exceptional service.
    • Ability to work under pressure and handle difficult customer situations with professionalism and empathy.
    • Adaptability and openness to change, with the ability to lead teams through transitions or process improvements.

Benefits:

TAT Technologies Group offers a comprehensive and expansive benefits package, including Major Medical, Dental, Vision, Life, 401K with company matching, STD, LTD, accidental coverages, EAP, and more. Insurance carriers vary based on location.

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