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SalaryJob Description:
We are seeking a highly motivated and experienced Customer Service Director to join our team. The ideal candidate will have a passion for delivering exceptional customer experiences, strong leadership skills, and a background in the mechanical repair industry. As a Customer Service Director, you will be responsible for leading our customer service team, ensuring customer satisfaction, and driving continuous improvement in our service delivery processes.
Key Responsibilities:
- Lead and manage the Customer Relations team, providing coaching, training, and guidance to ensure high performance and productivity.
- Develop and implement strategies to enhance the customer service experience, including establishing service standards, policies, and procedures.
- Handle escalated customer inquiries and complaints, demonstrating empathy, professionalism, and a commitment to resolving issues promptly and effectively.
- Monitor customer service metrics, such as response times, satisfaction scores, and resolution rates, and take proactive measures to address any performance gaps.
- Collaborate with other departments, including sales, technical services, and operations, to ensure seamless coordination and communication throughout the customer journey.
- Implement customer feedback mechanisms, such as surveys or focus groups, to gather insights and identify areas for improvement in our products or services.
- Stay updated on industry trends, market dynamics, and customer preferences to anticipate needs and proactively address potential challenges or opportunities.
- Analyze data and generate reports on customer service performance, trends, and key insights for management review and decision-making.
- Foster a customer-centric culture within the organization, emphasizing the importance of delivering value, exceeding expectations, and building long-term relationships with customers.
- Proactively inspect sales activity and effort among the customer service salespeople, ensuring that the quality and quantity of the sales efforts meets the company expectations and objectives.
- Identify deficiencies in skills among the Customer Relations Managers (or Representative) and work to improve those individuals’ capabilities through coaching, development, and training.
- Proactively manage customer spending to ensure the Customer Relations Managers (or Representative) can alleviate customer service issues before they become relationship impacting.
- Proactively validate and assess customer contact requirements with the Customer Relations Managers (or Representative) by identifying the key accounts in each territory and setting a call frequency for each account.
- Establish good working relationships and be able to openly communicate with Technical Service Managers as well as their Team Leaders.
- Work with the Customer Relations Managers (or Representative) on Accounts Receivable collections.
Requirements:
- Bachelor's degree preferred.
- Minimum of 8 years of experience in customer service management, preferably in the mechanical repair or automotive industry.
- Strong leadership abilities, with a track record of effectively managing teams and driving results in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders at all levels.
- Proven problem-solving skills and the ability to handle difficult or sensitive customer situations with tact and diplomacy.
- A customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations.
- Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple projects simultaneously.
