Director of Customer Care Job Vacancy in Guardian Alarm Company Southfield, MI – Latest Jobs in Southfield, MI
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Company Name : Guardian Alarm Company
Location : Southfield, MI
Position : Director of Customer Care
Job Description : The Director of Customer Care is a critical role in the organization responsible for developing and leading Guardian’s best-in-class customer care team helping to continuously improve our customer experience. This role is directly responsible for the execution of high quality and consistent service, profitability of the operation and motivating a team to empathize with the problems our customers face every day. The Director of Customer Care is an innovative leader who can extract actionable insights from customer support data and use that to drive operational improvement. In this role, you report directly to the Chief Customer Officer and will directly oversee and lead our Customer Care team.
Lead the Customer Care team by developing a strong, proactive, customer-focused team.
Create and execute a best-in-class customer support experience developing and implementing continuous improvement ideas as warranted.
Motivate and direct supervisors and staff to achieve departmental objectives in both office and remote settings in a 24/7 model.
Provide leadership to internal supervisors and staff with an emphasis on company culture, continuous learning, and improvement of service.
Partner with operational support and monitoring staff to achieve service level and staffing targets managing real-time challenges to ensure targets are achieved.
Identify obstacles in the customer experience journey leveraging data and analytics to collaborate across the organization to remove them.
Determine appropriate approach for increasing performance in department adhering to service level and customer related KPIs.
Provide daily feedback to all team members on performance and goal achievement.
Deliver productivity gains by driving operations efficiencies and process improvements, while maintaining or exceeding customer experience goals, key performance objectives, and productivity.
Collaborate with internal partners for a best-in-class employee experience, driving employee engagement and retention.
Track and improve key performance metrics including Customer Satisfaction, NPS, Quality, SLA’s and First Call Resolution.
Collaborate with HR partners to drive the selection and hiring of staff and onboarding and retention strategies.
Required Education, Experience, Skills & Abilities
Exceptional communication skills.
Strong leadership that inspires commitment to excellent customer service.
Previous experience scaling and leading a best-in-class customer operations team.
Familiarity with a variety of helpdesk software including Microsoft Office Suite.
Demonstrated ability to interact with others in a professional manner.
Ability to work in a dynamic, fast-paced environment.
Bachelor’s degree required or equivalent experience.
At least five years of related experience required, with prior management experience highly preferred.
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