Overview
Working at Covenant Eyes is about something bigger than creating and selling software; it’s about creating a movement and changing culture. At the end of the day, you are contributing to saving a marriage, protecting a child’s innocence, strengthening a commitment to purity, and working to end sexual exploitation.
As a company focused on restoring relationships, we take our families seriously. We believe in hard work, but we believe in balance too. Our first jobs are to our families, and we know that balance is crucial.
The Vice President of Customer Service has a two-tiered management structure underneath it. Directly reporting to the VP is a Senior Customer Service Manager who largely handles day-to-day operational work and personnel issues. Reporting to the Senior Customer Service Manager are 7 Customer Service Managers who cover on-the-floor management of all shifts. The CSMs are personnel managers for all Customer Service Representatives, Tier 2 CSRs, Rating Technicians, Quality Assurance, and Training personnel.
As of December 2019, there are 70 front-line employees.
Challenges of the Position
The Nature of our Business
- This team isn’t just a tech support provider. Because of the nature of our business, we have daily calls that are just as much about the emotional or relational factors as they are about our product. Because of this, our CSRs need excellent soft skills. It’s not uncommon for our CSR’s to be on the receiving end of someone who’s processing some personal pain; this can be unsettling for staff.
Exponential Growth
- We have high-grade customer service as a strategic anchor. Our membership has grown by double digits for the past five years, and we’ll continue to do so for the foreseeable future. As our membership base has grown, we’ve needed to increase our customer service staffing. This has created a need for more managers, more specializations, and more workspace. Because of this, we’ve purchased a nearby building to establish an additional location for phone agents. Handling the need for sufficient facilities is a real challenge.
Technology & Infrastructure
- A final challenge is our phone system. It is functional; however to date it’s lacked the training and support we would expect from our vendor. In addition, the analytics coming from the system provides reporting and metrics, however these outputs aren’t particularly useful. We believe our phone system and software could be optimized by using a better toolset.
1st Year Goals & Accomplishments
- Establish yourself as a member of the executive team and as head of Customer Service.
- Ensure the Customer Service Department is organized to support the functions of customer service and for growth.
- Establish a professional development program within customer service.
- Take charge of our technologies and tools.
Responsibilities
What you will be responsible for:
- Providing leadership for a team of 8 managers, with an overall staff of 70+, including performance and ongoing development activities.
- Driving rapid and continuous improvement in the customer service experience, including the development of initiatives to improve customer service quality and ensuring compliance with service level agreements.
- Developing, enhancing, and building out the knowledge base for self-service support.
- Developing strategies to ensure the customer experience in the contact center is consistent with the overall company strategy & values and driving initiatives that maintain this alignment.
- Evaluating, recommending, and implementing technology to support and enhance value to the member and operational efficiencies.
- Determining KPI’s, analyzing metrics, reporting, and initiating improvements by utilizing business intelligence resources.
- Evaluating ongoing business opportunities and their impact on strategic growth and leveraging data to ensure the scalability of operations.
- Supporting Quality Assurance initiatives, auditing of calls to observe employee demeanor and recommending training, mentoring, counseling, and performance improvement plans as appropriate.
- Championing member feedback, effectively engaging other departments/branches and resources to support these efforts. Identifying and acting on service gaps and improving processes where necessary. Facilitating continuous improvement in line with enhancing the member experience.
- Building collaborative working relationships throughout the organization to drive success and lead fundamental changes in our approach to customer service.
- Serving as a change leader – helping to educate, inform and influence all levels across the organization to recognize the customer experience in all of our work.
- Leading the department in its quest to effectively engage employees and develop pathways for employee development.
Qualifications
We want you because:
- You have at least 15 years of progressive customer service leadership experience.
- You’ve evaluated an organizational design and made adjustments to enhance business processes and improve customer service.
- You have owned large complex budgets with proven ability to manage and control costs effectively.
- You have a successful history of developing leaders, identifying key talent, and establishing organizational clarity.
- You have led the development and implementation of customer service training programs.
- You possess a high level of emotional intelligence, have a servant leadership mentality, executive presence, and practice extreme ownership.
- You have demonstrated experience enhancing, re-engineering, or implementing internal knowledge base/customer self-service platforms.
- You possess a BS / BA in business or related field – advanced degree a plus.
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