Director of Customer Service

JOB SUMMARY:

Performs a wide variety of duties to direct, control, and coordinate customer service functions including user training; site turn-up; customer telephone support; development of user documentation; and the escalation, tracking and resolution of customer problems as set forth in the firm’s Service Level Agreements; additional responsibilities may include participating in the creation of Market Requirements Documents (MRD’s) and in the negotiation of billing adjustments. Reports to the chief operating officer.

ESSENTIAL FUNCTIONS:

  1. Performs or supervises, through subordinate supervisors, all functions of customer service.
  2. Develops and maintains an effective department through proper selection, training, and assignment of personnel.
  3. Evaluates, promotes, terminates employees, and recommends promotions and increases.
  4. Maintains good employee relations.
  5. Assists subordinates in day-to-day problems and personal counseling.
  6. Regularly reviews the progress of work in the department—that questions have been answered, decisions have been acted upon, and problems have been resolved.
  7. Directs meetings to resolve such things as problem accounts and quality problems.
  8. Responsible for coordination of schedule changes with salespeople, customers, and company departments, for the timely implementation of service offerings according to customer requirements.
  9. Provides technical services to customers in compliance with contract requirements, including installation and maintenance training sessions.
  10. Handles customer correspondence, complaints, and inquiries, especially on major accounts, and with the executive level of all accounts.

ADDITIONAL RESPONSIBILITIES:

  1. Performs other similar or related duties as necessary.

JOB QUALIFICATIONS:

  1. Thorough product knowledge and savvy user of technology.
  2. Full understanding of customer service philosophy and procedures of the company.
  3. Ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor.
  4. Ability to motivate staff and deal effectively with performance problems.

SALARY RANGE:

  1. $110,000 - $125,000 depending on experience
  2. Participation in stock options program

Please apply at: jobs@ezee.com

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