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Customer Service Director

2 months ago

Lexington, Kentucky, United States Big Ass Fans Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Big Ass Fans. As a key member of our organization, you will play a pivotal role in driving customer satisfaction and loyalty, while also leading and managing our Customer Service, Aftermarket Sales, and Technical Support teams.

Key Responsibilities
  • Develop and Implement Customer-Centric Strategies: Create and execute plans to enhance the overall customer experience, drive customer satisfaction and loyalty, and identify areas for improvement.
  • Lead and Manage Customer Service Teams: Provide guidance, coaching, and support to ensure high performance and achievement of departmental goals.
  • Oversee Daily Operations: Handle customer inquiries, resolve escalated issues, and ensure timely and professional communication with customers.
  • Analyze Customer Feedback and Data: Identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Collaborate with Cross-Functional Teams: Work with sales, marketing, and operations teams to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
  • Develop and Implement Customer Service Policies and Procedures: Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
  • Monitor and Assess Customer Service Performance Metrics: Track and analyze response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
  • Stay Informed about Industry Trends and Best Practices: Stay up-to-date on industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.
  • Foster a Positive and Collaborative Work Environment: Promote teamwork, professional development, and employee engagement within the customer service team.
Requirements
  • Bachelor's Degree in Business Administration or Related Field
  • Minimum of 7 Years of Experience in Customer Service, with at least 3 Years in a Leadership Role
  • Proven Track Record of Delivering Exceptional Customer Service and Driving Customer Satisfaction and Loyalty
  • Strong Knowledge of Customer Service Principles, Practices, and Strategies
  • Familiarity with Relevant Customer Service Software and Tools
  • Excellent Written and Verbal Communication Skills
  • Familiarity with Cloud-Based CRM (Salesforce Preferred)
  • Strong Organizational and Time Management Skills
  • Detail-Oriented to Maintain Accuracy within Responsibilities