Director of Customer Experience

Title: Director of Customer Experience

Job Description:

The Director of Customer Service and Call Center Operations will provide leadership to the customer service department. Customer Service is the lifeblood of a business; this role is critical due to the deep and unyielding passion Greenix customers have for the brand. We believe they deserve world-class customer service – our number one objective is to ensure their happiness and satisfaction with Greenix services and the brand as a whole. The Director of Customer Experience and Call Center Operations needs to use data to uncover opportunities to drive improvement, efficiency, and cost savings.
Must possess demonstrated background and success in data analytics. This role is designed to help us to become more efficient in providing unparalleled service to our end consumers and cultivate an in-house culture where team members are obsessive about delivering an exceptional customer experience to each customer.

The Director of Customer Service and Call Center Operations should be a natural leader with effective management tactics who can competently supervise, train, coach, and mentor team members Job Duties:

• Create and maintain a culture where Customer Service team members obsess about providing Outstanding customer service.
• Own and manage the relationship with our third-party customer service provider(s) and internal corporate Service team.
• Manages vendor relationships with contact centers and ensures contact centers are staffed appropriately and aligned to call center budget.
• Drives call center performance to meet KPI targets.
• Creates and oversees analytics programs designed to identify service and customer experience insights.
• Aligns process and policy to maximize efficiency and effectiveness of service and close gaps in service.
• Owns corporate and seeks to understand the root cause and trends for escalations, with the goal of the closing loop to reduce future escalations.
• Manage a large team of agents that handle a high volume of chats, emails, and phone calls related to customer service.
• Continually improve KPI’s related to customer experience, including online chat, and customer service.
• Handle customer escalation calls and ensure complete customer satisfaction.
• Mentor direct reports to prepare team members for future career opportunities.
• Provide consistent and positive feedback and awareness of development opportunities to call center representatives and managers through effective coaching and training.
• Improve the experience for customer touchpoints wherever possible.
• Evaluate and recommend process improvements to support a high-performing call center team.
• Collaborate with internal stakeholders on any process improvements supporting overall business goals.
• Oversee day-to-day operations of all primary integration points related to the Customer Service team.
• Assure that key data points are communicated to business leaders across the organization.
• Report KPIs daily to the department heads and weekly to the executive team.
• Maintain all third-party extensions and SaaS relationships related to Customer Service.
• Enable automation where possible.
• Maintain annual budget; responsible for the adherence to the departmental budget.
• Prepare and conduct employee performance reviews for direct reports. Reviews and provides input to the leadership team regarding their recommendations on their respective team’s performance reviews.

Job Type: Full-time

Salary: $80,000.00 to $100,000.00 /year