Vice President, Customer Experience & Call Center Operations - Memphis, Tn

Overview

ARS is seeking a Vice President, Customer Experience & Contact Center Operations to define and execute our Customer Success strategy as well as oversee and direct our national Call Centers and customer care team to improve customer centricity, satisfaction and experience. The person will create interdepartmental alignment ensuring that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures.

Responsibilities

• Partner with CEO, Executive team, Division Vice Presidents, Branch GMS, to ensure the scaling of business operations is paired with the strengthening of Call Center Operations and providing excellent customer service to our large customer base

• Partners key leaders across the organization, to set the strategy, vision and direction for customer care team, driving continuous improvement and enabling world-class operation performance.
• Serves as the customer care and Call Center leader, responsible for service excellence in day-to-day operations along with training, growth, and development.
• Leads a team of high-performing customer care professionals, driving for excellence every day by holding the team accountable for metrics and results-oriented, data-driven performance based on industry standards.
• Drives continuous improvement of the customer care center by staying abreast of new practices and technologies, training and development, and process transformation.

• Identifies, implements, and measures the performance metrics that drive the desired business outcomes for customer care representatives, supervisors, and managers by continuously building and enhancing a customer-focused and performance-driven culture.
• Skilled in data visualization tools, with a strong grasp of industry best practices; adept at creating clear visualizations tailored to diverse audience understanding levels.
• Proficient in data storytelling with strong narrative skills, adept at engaging and guiding non-technical stakeholders through key insights of complex data.
• Develops talent to be service-minded and results-oriented, resolving issues quickly and ensuring teams are developed for future growth roles within the customer care center. As part of building, growing and develop this team, ensures teams are diverse in their experience, expertise, backgrounds, skills, and perspectives.
• Improves both customer care representative satisfaction along with customer satisfaction, all tied to a high-performing culture of care with a foundation deeply rooted in listening, empathy, and problem resolution.
• Proactively leverages data and insights to identify business trends and opportunities for improvement and recommends solutions for best-in-class Customer Experience.
• Works closely with key stakeholders throughout the organization to understand service issues, identify root causes and reduce contacts on recurring issues. Measures and identifies opportunities to make it easier for customers to have self-service or works proactively to serve customers through more effective options
• Drives innovative and effective workforce management (WFM) strategy that is scalable across all operations to ensure resources are fully utilized, and any contact demand is effectively covered, and metrics are delivered through utilization of effective and efficient resources.
• Delivers on financial goals for the business, with a focus on identifying key cost metrics and ensures optimization of Call Center Operations. Also ensures overall budget requirements are met, including accurate forecasting, staffing, temporary support labor, etc.

Qualifications

• Bachelor’s degree in related field, master’s degree preferred
• 10+ years of progressive experience customer service experience with a minimum of 8 years in a leadership role required
• Proven track record leading a service-driven customer service/Call Center operation for large organizations
• Industry and inside sales experience is preferred.
• Strong business acumen
• Analytical, problem-solving mentality
• Computer literacy and knowledge of Microsoft Office products are required.
• Must be able to create and interpret spreadsheets.
• Strong communication, leadership and interpersonal skills are required.

Memphis, TN based is preferred, Remote option available for the right candidate *Excludes Colorado*

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.