Western Regional Director of Customer Service

Description:
Shepard is seeking a Western Regional Director of Customer Service to plan and control customer service functions company-wide; to manage HelpScout and OneReach Programs on a regional basis; to develop customer service procedures and training materials; to implement the Concierge and Expert Programs; and to recruit and maintain a pool of trained part-time CSRs in strategic locations.

Essential Job Duties

• Co-Plan and control Customer Service functions company-wide
• Co-Manage the HelpScout, OneReach Chat, and other programs
• Research and innovate new methods for hiring, training, and retaining part-time CSRs in strategic markets. Reduce and control CSR labor and travel expenses while maintaining adequate Customer Service coverage at events and trade shows
• Train and develop Customer Service Supervisors. Communicate with and advise General Managers and Customer Service Supervisors on day-to-day operations of branch CSR departments
• Develop training materials and tests and conduct CSR, Expert and Concierge training
• Review event calendar, collaborate with other Regional Director and communicate with Sales staff on scheduling CSR and concierge services
• Collaborate with IT staff on software changes and improvements in ETK and OE software
• Co-Create and Maintain the CSR manual
• Treat all customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program
• Directly manage CSRs in branches without a supervisor
• All other duties as assigned.

Requirements:

• Demonstrated Core Values of Caring, Commitment, Integrity, Spirited, Responsiveness, and Teamwork
• Ability to perform as a responsible ESOP employee-owner
• Ability to work in a fast-paced environment and meet deadlines
• At least 3 years of customer service experience including supervision
• At least 2 years of experience in operations of a trade show general contractor
• Possess excellent oral and written communication skills; possess good math skills
• Proficiency in Windows and Microsoft including Outlook, Word, and Excel
• Ability to use standard office products including computer/laptop, copy machine, fax machine and to use 10-key calculator by touch

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business need, job requirements and individual qualifications, and merit.