06 October 2021
DIRECTOR, CUSTOMER SUCCESS

DIRECTOR, CUSTOMER SUCCESS
 
$90,000 - 100,000
 
Job purpose
 
The Director, Customer Success works to oversee and manage customer service & support and other processing operational units related to customer transactions. This position entails planning and implementing effective customer service strategies for meeting clients’ needs as well as optimizing the operational aspects of customer transactions. The Director is responsible for directing the activities of staff to ensure high quality service is provided to customers in the shortest amount of time. This position ensures the staff are trained to deliver an exceptional customer experience that supports the organization’s vision to deliver world class customer service across all platforms.
 
Duties and responsibilities/essential function
 
The Director, Customer Care for this team must have a highly developed sense of integrity and commitment to customer satisfaction and must demonstrate passion for excellence with respect to treating and caring for customers. Ensure customer service and processing teams are equipped with company-wide knowledge and are managed and organized to provide accurate and timely responses to customer’s needs on a variety of products and services.
This position develops effective action plans for achieving targets for daily operations. This individual must become highly knowledgeable of several operational business units and able to fully understand all products and services offered. Typical customer transactions that may be covered by this operation unit includes processing applications via our database system, processing credit cards, checks, refunds/cancelations, and related transactions.
  • The ability to set customer expectations and drive a positive customer experience
  • Develop, implement, and maintain strategic goals and objectives for the customer care team, including productivity measures, service levels, customer satisfaction scores and program budgets as established with the Senior leadership team.
  • Prepare and present weekly reports on program operations.
  • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Hold calibration sessions with the leadership team to evaluate program quality and overall service delivery.
  • Partner with internal departments to maintain high quality of service and current product/procedural information.
  • Continually maintain working knowledge of all company products, services, and promotions.
  • Facilitate weekly meetings with each department to receive and provide updates
  • Manage and plan all functions related to the Customer Service department.
  • Oversees and directs the day-to-day activities of telephone operators and customer service agents
  • Establishes and optimizes application processing across all departments
  • Govern the established customer service performance metrics to include monitoring the wall board to ensure ultimate customer service performance
  • Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents
  • Mentors associates and conducts individual weekly and monthly performance meetings.
  • Provide employees with timely and constructive performance feedback.
  • Provide guidance to employees on complex customer issues to resolve problems or concerns.
  • Ensure company procedures are followed regarding customer interaction and system usage.
  • Attends follows up & resolves all customer complaints.
  • Ensures the customer service unit is always properly staffed to include tapping into other resources during staff shortages.
  • Prepares and directs scheduling, monitors attendance, schedules shifts & breaks as necessary.
  • Strong computer proficiency with MS Word, database system; data entry.
  • Good telephone etiquette required.
  • Provide world class customer service through communication, technical skills (thorough understanding of the company and their products), and problem resolution.
  • Analyze records of incoming calls to identify peak times and quiet times; results of this analysis are crucial to determining the number of agents required for a shift.
  • Adhere to all customer service KPIs.
  • Prepare annual budgets and ensure effective management of resources.
  • Bilingual skills are helpful but not required; Spanish, Mandarin, and/or Portuguese.
Required Qualifications include:
  • A self-starter and independent thinker with a strong knowledge of all company’s programs.
  • Effective at relationship building with both internal and external customer.
  • Two years sales management experience.
  • Five years customer service experience with at least two years in a supervisory experience leading teams.
  • Excellent communication, leadership, and interpersonal skills.
  • Good knowledge of commonly used word processing, spreadsheet, and database software packages.
  • 5% travel.
Preferred Qualifications include:
Bachelor's degree in Business Administration or related field
 
At ttg, “We believe in making a difference One Person at a Time,” ttg OPT.