Director of Customer Service

SUMMARY

The Director of Customer Solutions is responsible for all aspects of the Customer Solutions team, including fostering team development and growth, recruiting and training new hires, and ensuring speed and accuracy in all work tasks. The Customer Solutions leader will possess the ability to balance Strategic vision and tactical execution. The Director of CS will coordinate with other business leaders to ensure alignment with NAR's goals and vision. Responsibilities include reviewing and developing internal processes and structure to support a growing organization, ensuring accurate and timely entry of customer information and orders, developing a high-functioning team both with team members and supervisors, and cultivating relationships with internal and external customers to maintain a high level of customer satisfaction. The Director of CS will communicate with leadership and inform them of challenges and areas of opportunity to enhance our customer experience.

ESSENTIAL RESPONSIBILITIES This is not an all-inclusive list of duties and responsibilities. Projects/duties may be modified/changed/added/deleted as needed.

• Define strategic goals and plans for Customer Solutions Department and ensure they align with the company's objectives.
• Collaborate cross-functionally to define and implement Customer Solutions processes and procedures that support the business in an efficient manner
• Guide, lead, and develop the Customer Solutions team on technical activities as well as individual professional development plans
• Develop and maintain KPIs and other metrics to monitor performance and ensure excellence
• Manage and direct the daily operations of the Customer Solutions department, utilizing supervisors to assist in management of the team and tasks
• Develop and maintain open lines of communication with sales personnel and all Department Leaders.
• Partner with all departments within the company to solve customer-related problems to ensure an optimum level of customer service satisfaction.
• Responsible for guiding and supervising complaint resolution and verifying customer satisfaction
• Oversee training and education of Customer Solutions coordinators to optimize department performance
• Develop a collaborative and supportive culture within Customer Solutions that is rooted in integrity, respect for customer and colleagues, and a desire to win
• Develop and mentor the next set of formal and informal leaders within CS, supporting their growth and development path
• Maintain a working knowledge of all relevant CS tasks and continuously review them for updates and improvements for efficiency
• Coordinate with CS supervisors to manage the team such that all business hours are covered for phones, emails, and chats
• Communicate concerns, policies, and business solutions among management and team members
• Create and implement strategic initiatives to increase overall customer experience

SUPPLEMENTAL RESPONSIBILITIES

• Completes any tasks and/or projects assigned by supervisor
• Other duties as assigned

AUTHORITY

• Take and process orders
• Authorize account creation and modifications
• Manage CS team members and their professional development

ACCOUNTABILITY

• Orders are processed are processed in an accurate and timely manner
• Staffing hours are appropriately managed for optimal customer solutions availability
• Customers are treated with respect and courtesy

QUALIFICATIONS

Education :

• Bachelor's degree in Business, Marketing or other related discipline.

Experience:

• Five to ten years experience in, customer service, marketing, or sales in a lead role. Training in medical and/or emergency medical procedures highly desirable. Minimum 4 years supervisory experience preferred.

Specific Characteristics:

• Proven success in improving work processes and the ability to be an agent for change
• Strong analytical skills
• Ability to interface with employees at all levels of the organization
• Ability to think ahead and plan over a 30-day time span and prepare action plans to achieve results.
• Demonstrated ability to anticipate customer needs and respond in effective manner
• Strong oral, written, and interpersonal skills
• Thorough understanding of NAR products and needs of the industry
• Excellent quality orientation and attention to detail
• Demonstrated ability to identify and resolve problems
• Demonstrated ability to manage multiple priorities
• Builds and maintaining effective working relationships both internal customers and external customers
• Ability to work in fast-paced; rapidly changing environment
• Solid computer knowledge including Microsoft Office products

DEMANDS

Time and availability

• Must be able to work at least 40 hours each week from 8 am-5 pm, or some variation thereof.

• Occasional evening and weekend work may be required as job duties demand

Travel

• Must have transportation to and from headquarters.

Physical

The physical demands described here are representative of those that must be met by a typical

office employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

functions.

• Frequently required to hear and talk

• Use of hands for keyboard usage

• Frequent sitting, standing and walking.

• Occasional reaching with hands and arms, stooping, kneeling, and lifting and/or

moving over 50 lbs.

Environment

• Must be able to work in a moderately loud work environment

DISCLAIMERS

AAP/EEO Statement

North American Rescue provides equal employment opportunity to all individuals regardless of

their race, color, creed, religion, gender, age, sexual orientation, national origin, disability,

veteran status, or any other characteristic protected by state, federal, or local law. Further, the

company takes affirmative action to ensure that applicants are employed, and employees are

treated during employment without regard to any of these characteristics. Discrimination of any

type will not be tolerated.

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