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Customer Support and Training Manager
1 week ago
We are seeking a highly skilled Director of Customer Service and Training to lead our customer service and training efforts in Pompano Beach, FL. As a key member of our team, you will be responsible for developing and implementing a comprehensive customer service strategy, overseeing the design and execution of customer training programs, and leading a team of customer service and training professionals.
The ideal candidate will have a proven track record of successfully leading and scaling customer service teams, with strong leadership, coaching, and team-building abilities. You will be instrumental in elevating customer satisfaction, optimizing support processes, and creating a comprehensive training program to equip authorized dealers with in-depth knowledge and skills.
Main Responsibilities
- Develop a customer-centric approach to customer service and training
- Design and execute customer training programs to enhance satisfaction and loyalty
- Lead and manage a team of customer service and training professionals to achieve performance goals
- Establish and track key performance indicators (KPIs) for team performance
- Collaborate with cross-functional teams to ensure alignment of customer service and training initiatives
Qualifications
- Bachelor's degree in business administration, communication, engineering, or related fields
- Minimum of 7-10 years of experience in customer service, training, or a related leadership role
- Proven track record of successfully leading and scaling customer service teams
- Strong leadership, coaching, and team-building abilities
- Familiarity with CRM systems, customer service software, and e-learning platforms
- Knowledge of data analysis and reporting tools
- Deep understanding of customer service principles and best practices
- Excellent written and verbal communication skills
- Strong presentation skills, with the ability to engage diverse audiences
- Expertise in conflict resolution and handling escalated customer issues
About Our Company
Dometic is a global leader in the mobile living industry, providing innovative solutions for outdoor, residential, and professional applications. Our Marine organization is a trusted provider of cutting-edge products for the boating and boat building industry, and we are committed to delivering exceptional customer service and support.
