TEC Customer Service Director

American First Finance provides retail merchants across the U.S. with consumer finance solutions that allow their shoppers to make purchases for goods and services. We are seeking a TEC Customer Service Director at our Dallas, TX office. The Customer Service Director – TEC will lead a support a team capable of delivering “best in class” service to customers via TEC (Text, email and Chat). The incumbent will evaluate performance and provide coaching and feedback to TEC Team Managers and TEC Customer Service Representatives. Applies advanced subject matter knowledge of digital customer service methods, specifically Text, Email, and Chat strategies, creation of content, and delivery. Manage staff activities in solving common and complex business issues within established and newly created policies. The Customer Service Director – TEC is responsible for assisting and supporting a team to achieve accurate and timely results that support established organizational standards. The role focuses on demonstrating working knowledge of policies and procedures for providing direction to TEC Team Manager(s) and TEC Customer Service Representatives in assisting customers.

ROLES AND RESPONSIBILITIES

Leadership

• Demonstrates exceptional teamwork since the overall effectiveness of the department is dependent on the collective efforts of the team
• Optimizes employee productivity by establishing work schedules that are based on the workflow of activity coming into the call center
• Ensure established service level goals are met at each hourly interval
• Develop, implement and maintain programs ensuring production and quality standards are met
• Motivate, coach, counsel, and supervise the daily functions of the staff to ensure overall compliance of State and Federal regulations as well as company’s Policies and Procedures.
• Works with the Contact Strategy Team as well as the individual Department Heads and Leadership to develop a comprehensive Text, Email, Chat strategy for outbound, inbound, and live interaction customer service.
• Leads Team in suggesting updates, improvements, re-writes for all materials and scripts related to text, email and chat correspondence and service.
• Leads improvement in automated response and self-service channels

Training

• This requires training of Representatives to ensure they are confident and competent in their roles. One-on-one coaching is required of the Director. This requires someone with a level of awareness required to both identify, and coach employees based on where they are in their skill level and personal development as individuals.
• Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
• Handling difficult and complex questions regarding policies and procedures
• Auditing of texts, chats and emails to provide feedback

Call Escalations

• This requires the Director to have a solution-based approach and always ensure maximizing negotiations while minimizing escalations.
• Troubleshooting/Correction of Errors
• The Director will be required to have a full understanding of our servicing system, Kwik Loan, and how the system works to provide troubleshooting assistance to agents.
• The ability to identify errors within Kwik Loan and can provide full description of the issue and a desired outcome.

QUALIFICATIONS

• Minimum of 5 years Customer Service experience required
• Minimum of 3 years Supervisor/Manager or above experience required
• Fluent in Spanish (written and oral preferred)
• Experience in Text, Email and Chat required
• Prior E-Commerce experience preferred

AMERICAN FIRST FINANCE CORE VALUES

Servant Heart: There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success.

Embrace Change: That’s not fear, that’s excitement. We see change as core to our survival and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more.

Walk the Talk: We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing.

Dare to be Different: We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more.

Get Stuff Done: We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do.

No Drama: We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.