Vice President Of Customer Service

Welcome to Anderson Business Advisors, the nation's leading Asset Protection, Tax and Bookkeeping provider! We are not just a business planning and consulting firm; we are your strategic partners in success. Established in 1999, our team of seasoned attorneys, CPAs, and business advisors is dedicated to delivering top-notch tax and legal services to a diverse clientele, including small business owners, real estate investors, professionals, stock traders, entrepreneurs, freelancers, and contractors.

At Anderson Business Advisors, we don't just navigate the complexities of business we thrive on it. From nationwide conferences to seminars, we've empowered tens of thousands of individuals to make informed decisions, protect their assets, and optimize their taxes. Our expertise spans entity structuring, business strategies, compliance, tax planning, preparation, bookkeeping, asset protection, and estate planning.

In this newly created role, the Vice President of Customer Service, reporting to the Senior Vice President of Customer Service, you will have the opportunity to design or reimagine our client experience with a direct impact on how we treat our clients. We treasure our clients and want the experience to reflect that. We are a quickly growing organization, and this role will be central to ensuring we can continue to exceed our client expectations.

Ideally, we're searching for someone who has purchased multiple properties. Your first-hand experience will be invaluable in guiding our clients through their investment journeys and shaping the future of our Customer Service team.

Assignments:

As the Vice President of Customer Service, your assignments would encompass a diverse range of responsibilities aimed at enhancing customer satisfaction, driving retention, and fostering a customer-centric culture within the organization. Here's an outline of potential assignments you might undertake:

• Strategic Planning: Develop and execute a comprehensive customer experience strategy aligned with the company's overall objectives. This involves analyzing market trends, gathering customer feedback, and identifying areas for improvement.
• Leadership and Team Management: Lead and inspire a team of Customer Service professionals, providing guidance, coaching, and support to ensure they deliver exceptional service. Foster a collaborative and customer-focused environment.
• Process Optimization: Evaluate existing Customer Service processes and implement improvements in our SOPs to streamline operations and enhance efficiency. This may involve implementing new Artificial Intelligence and Chatbot technologies, refining workflows, and standardizing best practices.
• Customer Feedback Analysis: Utilize customer feedback mechanisms to gather insights into customer preferences, pain points, and satisfaction levels. Use this data driven approach to make educated decision-making and drive continuous improvement initiatives.
• Cross-Functional Collaboration: Collaborate closely with other departments, such as marketing, sales, and product development, to ensure a seamless and consistent customer experience across all touchpoints. Align customer experience initiatives with broader company goals and objectives.
• Performance Monitoring and Metrics: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Customer experience initiatives. Monitor performance regularly and make data-driven adjustments as needed to drive improvements.
• Training and Development: Develop training programs and resources to empower employees to deliver exceptional Customer Service. Ensure that team members have the necessary skills, knowledge, and tools to meet customer needs effectively.
• Crisis Management and Resolution: Act as a point of escalation for customer issues and complaints, working closely with frontline staff to resolve issues promptly and ensure a positive outcome for the customer.
• Customer Engagement and Loyalty Programs: Develop and implement customer engagement strategies and loyalty programs to foster long-term relationships with customers. Identify opportunities to add value and exceed customer expectations.
• Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies in customer experience management. Continuously seek opportunities to innovate and differentiate the company's customer experience offerings.

Job Responsibilities:

• Innovative Client Experience Design: Take the lead in crafting and reimagining every facet of the client journey, infusing creativity and thinking beyond conventional boundaries to deliver exceptional experiences.
• Operational Excellence: Ensure adherence to inbound and outbound phone schedules and performance metrics, monitoring and supporting client support activities with a sense of urgency. By actively participating in call monitoring and coaching sessions, ensure that team members excel in communication and deliver outstanding service.
• Strategic Direction and Goal Setting: Direct the execution of strategic decisions, establishing priorities, performance goals, and objectives to drive the growth and success of the client support organization.
• Data-Driven Decision Making: Utilize advanced data analytics to assess performance metrics and make informed decisions, driving continuous improvement in the client experience.
• Performance Monitoring and Accountability: Conduct regular one-on-one progress meetings with direct reports, aligning metrics and expectations to departmental goals. Hold the team accountable for timely, professional, and high-quality responses to client and internal communications.
• Issue Resolution and Process Enhancement: Address escalated client issues personally, resolving them in line with the "Anderson Way" philosophy. Collaborate with management to implement data-driven decisions and streamline processes.
• Continuous Improvement: Drive excellence through ongoing enhancement initiatives, motivating colleagues to achieve superior service outcomes. Utilize both quantitative and qualitative measures to monitor and refine performance continually.
• Team Leadership and Development: Spearhead the recruitment, management, and nurturing of a dynamic team. Instill the "Anderson Way" ethos across the team, coaching them to deliver exceptional experiences to each client. Implement techniques gleaned from client experience training to elevate service standards.
• Cross-Functional Collaboration: Collaborate closely with all departments to identify opportunities for enhancing the client experience and fostering a culture of continual improvement.
• Effective Communication: Deliver insightful reports and presentations to the CEO and stakeholders on a monthly basis, ensuring clarity, relevance, and impact.

Job Requirements:

• Bachelor's Degree or higher in Business Administration or a related field.
• Minimum of 7+ years of comprehensive experience in managing contact centers working remotely, demonstrating a solid track record of success.
• Minimum of 7+ years in leadership positions, showcasing the ability to inspire and guide teams toward achieving organizational goals.
• Extensive background in consultative and phone sales, with a proven ability to drive results and enhance customer satisfaction.
• Proven expertise in strategically crafting and optimizing staffing models tailored to peak periods of operation, ensuring optimal resource allocation and seamless service delivery.
• Proficiency in telephone-based Customer Service methodologies, ensuring excellence in client interactions. Building successful phone tree routing and messaging for inbound call flow.
• Expertise in contemporary contact center trends and operations, staying abreast of industry developments to optimize performance.
• Advanced proficiency in computer skills, including MS Office and Google Suite applications.
• Outstanding written and verbal communication skills, with a knack for delivering compelling presentations.
• Exceptional organizational abilities, enabling effective management of tasks, projects, and teams.
• Proven track record in building and leading high-performing teams within Customer Service or related domains.
• Strong problem-solving skills, capable of developing and implementing innovative solutions to complex challenges.
• Ability to thrive in a dynamic, fast-paced environment, adapting quickly to evolving priorities and demands.
• Experience in tax / accountancy, or law firms is advantageous, though not mandatory.
• Travel Commitment: Be prepared for occasional travel as required to support team initiatives and organizational objectives.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverageall provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment. Anderson is an equal opportunity employer, committed to diversity and inclusion as defined by the EEOC.