About the position
As an integral member of our Service Sales team, you will play a pivotal role in leading and managing the customer service department to ensure the highest level of customer satisfaction in an effective way. You will develop and implement strategies to drive a culture of ownership and customer centricity, improve customer service processes, drive efficiency gains in the quote to cash process, managing a team of customer service managers and representatives, and acting as a liaison between the customer service team and other departments within the organization. You will have the opportunity to contribute to the overall success and growth of the Service Sales organization. Currently, this is a Hybrid opportunity located in Richmond, Virginia.
Responsibilities
- Develop and implement a comprehensive Service Sales customer service strategy that aligns with the company's goals and objectives.
- Manage, mentor, and lead customer service team to ensure ownership, customer centricity, commercial discipline, high performance and engagement.
- Establish customer service procedures with clear roles and responsibilities to standardize operations, drive efficiency gains, and ensure consistent quality.
- Use key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer service operations. Regularly report on metrics with key stakeholders.
- Act as voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed.
- Provide feedback in the selection and development of new customer service tools and systems, ensuring they meet the needs of the team and improve efficiency and customer experience. Support the implementation of new tools and systems.
- Handle escalated customer issues and crises effectively, ensuring swift resolution while maintaining customer trust and satisfaction.
- Ensure compliance with all relevant regulations and policies in customer service operations.
- Manage the customer service department budget, ensuring cost-effective operations while investing in tools and training that enhance service delivery.
- Work closely with other departments to ensure a cohesive approach to customer service and a unified customer experience.
Requirements
- Bachelor's degree in business administration management or related field.
- 3-5 years of professional experience related to customer service.
- 3-5 years of management or leadership experience, including responsibilities around process improvement, change management and new system implementation.
- Familiarity with Lean or Six Sigma methodologies. Green belt or higher a plus.
- Experience with digital transformation and implementing new technologies in customer service.
Benefits
- Healthcare, dental and vision plans
- Robust wellness program
- Generous 401(k)
- Paid holidays
- Paid time off benefits
