Customer Service Operations Leader
2 weeks ago
Customer Service Operations Leader Needed for a dynamic Home Improvement company. We are looking for a dedicated and results-oriented individual to take on the role of Customer Service Operations Leader. The ideal candidate will be reliable, possess excellent communication skills, and demonstrate strong problem-solving capabilities.
Key Responsibilities:
- Recruit, onboard, and train customer service representatives.
- Guide team members through complex customer service challenges.
- Analyze performance metrics and compile reports for senior management.
- Regularly assess team performance and provide necessary training or coaching.
- Facilitate team meetings and deliver presentations to leadership.
- Establish monthly, quarterly, and annual performance objectives and strategies.
- Create work schedules to ensure adequate staffing levels.
- Meet and maintain customer service targets and conversion rates.
Skills, Knowledge, and Abilities:
- Proficient in relationship building, interpersonal communication, problem-solving, and leadership.
- Ability to manage multiple tasks while remaining organized.
- Experience in leading a team of 7-13 individuals, including hiring and training.
- Familiarity with CRM and telemarketing software.
- Capability to remain composed in high-pressure situations and achieve strict targets.
- Understanding of the company's offerings and customer service protocols.
- Basic knowledge of computer applications and telephone systems.
Requirements:
- Minimum of 3 years in a management or leadership role.
- At least 5 years of relevant experience.
- High school diploma is mandatory.
Job Type: Full-time
Compensation: $50,000 - $55,000 Base Salary + Commission (potential earnings up to $100,000)
Benefits:
- 401(k) with matching contributions
- Performance-based bonuses
- Company events
- Competitive salary structure
- Comprehensive dental, health, life, and vision insurance
- Paid time off
- Employee discounts
- Flexible working hours
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