Customer Service Director

2 months ago

Ridgewood, United States Ridgewood Full time
About the Role

Ridgewood is seeking a highly skilled and experienced Customer Service Director to lead our Contact Center team. As a key member of our organization, you will be responsible for managing and leading a team of customer support professionals, setting clear performance expectations and goals for growth.

Key Responsibilities
  • Team Management: Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth.
  • Department Oversight: Assist the Digital Channels Officer with overseeing the day-to-day execution of the department's contact center, business development and service and support initiatives.
  • Cross-Functional Collaboration: Partner with the Retail Banking division to effectively retain and deepen cross-channel deposit relationships.
  • Quality Assurance: Oversee staff to ensure adherence to Bank SLAs.
  • Leadership and Development: Provide leadership in a Contact Center environment that promotes teamwork, employee respect, empowerment, and open communication.
  • Fraud Mitigation: Mitigate fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures.
  • Data Analysis: Gain insights from data by analyzing contact center metrics and KPIs. Lead improvement initiatives to ensure goals are met.
  • Recommendations and Implementation: Make recommendations to management based on findings and assist to implement them.
  • Policies and Procedures: Ensure adherence to contact center policies, processes, and regulatory requirements.
  • Performance Evaluations: Conduct regular performance evaluations, provide coaching and feedback to direct reports, and identify training needs to enhance individual and team performance.
  • Customer Experience: Collaborate with other departments to resolve customer inquiries and escalated issues to improve the overall experience of our customers.
  • Compliance: Ensure the bank's policies and procedures are being followed by reviewing and approving daily work and reports.
  • Industry Knowledge: Stay updated on industry trends, best practices, and emerging technologies related to contact centers.
  • Ad-Hoc Support: Supports Contact Center taking inbound calls during high call volume periods.
  • Human Resources: Accomplishes performance objectives by recruiting, selecting, training, coaching, counseling, and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures.
  • Special Projects: Participates in special projects/assignments as needed.
  • Availability: Must be available to work evenings and weekends as required.
Requirements
  • Experience: Three to five years of contact center management experience.
  • Leadership Skills: Proven and demonstrable leadership, management, and motivational skills.
  • Technical Knowledge: Working knowledge of contact center technology, including ACD, workforce management, and quality management.
  • Regulatory Compliance: Maintain up-to-date knowledge of and adhere to all state and federal regulations that pertain to this position, including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
  • Adaptability: Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
  • Analytical and Organizational Skills: Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
  • Communication Skills: Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to banking and non-banking staff.
  • Project Management Skills: Demonstrated strong project management skills and experience in cross-departmental efforts.
  • Education: 4-year college degree preferred.
  • Electronic Banking Experience: 3-5 years of experience in Electronic Banking, preferred.
  • Software Proficiency: Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint).
  • Device Knowledge: Knowledge of mobile and desktop device operating systems.
  • Interpersonal Skills: Strong inter-personal, team, and collaboration skills.

  • Customer Service Representative

    1 week ago

    Ridgewood, New Jersey, United States Ed Kalpagian - State Farm Agent Full time

    Are you looking for a career that combines customer service with insurance and financial services? As a Customer Service Representative at Ed Kalpagian - State Farm Agent, you will have the opportunity to work with a dynamic team to provide exceptional service to our customers.Responsibilities:Establish and maintain customer relationships through regular...

  • Customer Service Representative

    4 weeks ago

    Ridgewood, United States Domino's Pizza LLC Full time

    Customer Service Representative at Domino's Pizza LLCWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at Domino's Pizza LLC. As a key member of our front-of-house team, you will be responsible for providing exceptional customer service and ensuring a positive experience for our guests.Key...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, United States Aramsco Full time

    Customer Service RepresentativeAramsco is a leading solutions provider to specialty contractors across North America, serving numerous end markets including abatement, restoration, environmental, emergency preparedness, stone care, cleaning and surface preparation. We are seeking a highly skilled and customer-focused individual to join our team as a Customer...

  • Customer Service Representative

    4 weeks ago

    Ridgewood, New Jersey, United States PAY-O-MATIC CK CASHI Full time

    Job Title: CSR - 1pm to 9pm - PT, Thurs - SunWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service and support to our clients.Key Responsibilities:Provide basic information regarding Pay O Matic bank...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, United States Domino's Pizza LLC Full time

    As a Customer Service Representative at Domino's Pizza LLC, you will be responsible for providing exceptional customer experiences. Your key responsibilities will include greeting customers, taking orders, and maintaining a clean and organized store environment. You will also be responsible for ensuring that orders are accurate and delivered in a timely...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, United States Domino's Franchise Full time

    Job DescriptionAt Domino's Franchise, we're looking for a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service, ensuring a positive experience for our customers, and supporting our store operations.Key...

  • Customer Service Representative

    4 weeks ago

    Ridgewood, United States Domino's Pizza LLC Full time

    Customer Service Representative at Domino's Pizza LLCWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at Domino's Pizza LLC. As a key member of our restaurant team, you will be responsible for providing exceptional customer service and ensuring a positive experience for our guests.Key...

  • Customer Service Representative

    3 weeks ago

    Ridgewood, United States Citigroup Inc Full time

    Job SummaryCitigroup Inc. is seeking a highly motivated and customer-focused individual to join our team as a Part-Time Teller. As a Teller, you will be responsible for providing exceptional customer service, processing transactions, and maintaining a positive and professional atmosphere in our branch.Key Responsibilities:Provide high-quality customer...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, United States Citigroup Inc Full time

    Job SummaryThe Customer Service Representative is an entry-level position responsible for delivering exceptional client experiences and supporting the execution of branch activities. This role involves providing high-quality customer service, processing transactions, and identifying referral opportunities for new products and services.Key...

  • Customer Service Representative

    1 month ago

    Ridgewood, New Jersey, United States Citigroup Inc Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Part-Time Teller to join our team at Citigroup Inc. As a Part-Time Teller, you will be responsible for providing exceptional customer service and handling various banking transactions in a fast-paced environment.Key ResponsibilitiesProvide high-quality customer service to clients, responding...

  • Customer Service Representative

    1 week ago

    Ridgewood, United States Aramsco Full time

    Aramsco is a leading solutions provider to specialty contractors across North America, serving numerous end markets including abatement, restoration, environmental, emergency preparedness, stone care, cleaning and surface preparation. The company has more than 60 locations through which it distributes products, equipment and chemicals, and provides customers...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, United States Aramsco Full time

    Aramsco is a leading solutions provider to specialty contractors across North America, serving numerous end markets including abatement, restoration, environmental, emergency preparedness, stone care, cleaning and surface preparation. The company has more than 60 locations through which it distributes products, equipment and chemicals, and provides customers...

  • Customer Service Representative

    2 months ago

    Ridgewood, New Jersey, United States Stop & Shop Full time

    About UsAt Stop & Shop, we strive to create a workplace where diversity and inclusion thrive. Our goal is to provide a culture where all associates feel valued, respected, and empowered to contribute their best work.Our CommitmentWe are committed to breaking down barriers and fostering a sense of belonging among our associates. We believe that by working...

  • Culinary Operations Director

    2 months ago

    Ridgewood, New Jersey, United States Landmark Hospitality Full time

    Job SummaryThe Executive Chef Manager is accountable to the Director of Operations and supports the restaurant by implementing systems and processes for consistency and excellence. This key role will also support Front of House Management to ensure that all of the restaurant's needs are being handled, Front and Back of House, and that professional...

  • Customer Service Representative

    2 weeks ago

    Ridgewood, New Jersey, United States PAY-O-MATIC CK CASHI Full time

    Customer Service RepresentativeWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, answering their questions, and resolving their concerns in a timely and professional manner.Key...

  • Customer Service Representative

    1 week ago

    Ridgewood, New Jersey, United States PAY-O-MATIC CK CASHI Full time

    About the Role:We are seeking a Customer Service Representative to join our team at Pay-O-Matic. As a Customer Service Representative, you will be responsible for providing excellent customer service to our clients, answering their questions, and resolving any issues they may have.Responsibilities:Provide exceptional customer service to clients via phone,...

  • Customer Service Representative

    7 days ago

    Ridgewood, United States Citigroup Inc Full time

    About the RoleThis Customer Service Representative - Branch Operations position at Citigroup Inc. offers an exciting opportunity to join our team of dedicated professionals who strive to deliver exceptional customer experiences. As a key member of our branch operations team, you will play a vital role in ensuring the smooth execution of daily branch...

  • Customer Service Representative

    1 week ago

    Ridgewood, New Jersey, United States Omaha Steaks Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative - Food Sales. In this role, you will be responsible for delivering exceptional customer service and satisfaction while selling a diverse range of products both over the phone and in person.Key Responsibilities:Assist...

  • Customer Service Representative

    1 week ago

    Ridgewood, United States PAY-O-MATIC CK CASHI Full time

    Job DescriptionWe are seeking a Customer Service Representative to join our Pay-O-Matic team. As a Customer Service Representative, you will be responsible for providing excellent customer service to our clients, answering their questions, and resolving their issues in a timely and professional manner.Responsibilities:Provide exceptional customer service to...

  • Retail Store Director

    2 weeks ago

    Ridgewood, United States Tandy Leather Factory Full time

    Job Title: Store DirectorAs a Store Director at Tandy Leather Factory, you will be responsible for leading the Queens Flagship store and Maker's space, our most important representation of our brand. This role requires a deep understanding of our business, product lines, store operations, and the ecosystem of operating a Tandy store of this magnitude.Main...