Director Of Customer Service And Call Center

Rally House is a specialty retail store that carries all things local! We are looking for people who are enjoy working for a growing organization, as we currently operate 180+ stores nationwide, with many more to come! You will enjoy an exclusive store discount when you join our team, as well as a competitive benefits package with flexible PTO, 401k match, parental leave, paid holidays, and continued career development opportunities as we grow beyond 200 stores! We don't just provide jobs, we provide careers.

Job Description

The Director of Customer Service andCall Center leads all aspects of the Rally House Call CenterCustomer Service support, partnering closely with both brick-and-mortar operations, as well as eCommerce operations to support customers. This position leverages innovative approaches within both operations and technology to continuously enhance the customer experience and drive efficiency improvements. This position directs all aspects of the Customer Service center policies, objectives, operations and initiatives.

Responsibilities

• Provides leadership, coaching, mentoring, and training while supervising and coordinating activities for the Customer Service department.
• Measures and reports to other stakeholders regarding the efforts and successes of the customer department.
• Continues to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Sets goals for the team and checks progress.
• Develops, creates and implements innovative solutions to gather customer feedback and effectively leverage that feedback to provide future programs and solutions for continuous improvement.

Skills and Knowledge

Ability to think strategically and to provide a clear path to achieving results, Excellent project management and prioritization skills, delegates as needed, within an ever-changing environment, Experience in Call/Chat Center software, Knowledge in Customer Relationship Management (CRM) software – NetSuite experience preferred, Knowledge of industry’s latest technology trends and applications, Proficient computer skills in Microsoft Word, Excel, and Outlook., Strong conflict resolution techniques for both customers and team members, Superior knowledge of management methods and techniques

Qualifications

Bachelors degree in Business Administration, Communications, related field, or equivalent experience; - Minimum 5 years of management experience running a Customer ServiceCall Center.; - Minimum 5 years or experience in the retail industry; both eCommerce and brick and mortar preferred.

Work is typically performed in an office but projects may sometimes take the employee to a non-standard workplace.

Requires the ability to operate standard office equipment and keyboards.

Must have the ability to life and carry small parcels, packages and other items up to 25lbs, and walk short distances.

$100,000.00 - $110,000.00

Annual

Swing Shift (United States of America)