Our client is an important part of the public safety system, offering users connectivity through wireless network, broadband, and Wi-Fi. With such a high emphasis on serving their communities and offering quality customer care, they are hiring a Director of Customer Care to support and optimize the customer experience and lifecycle.
The Director of Customer Care will leverage deep experience within consultative problem solving and customer journeys to help build the life cycle from acquisition to close. They will strategize and monitor the progress of key performance indicators to make recommendations on process changes to further facilitate the company’s growing success.
This Role Offers:
- Competitive base salary plus generous benefits including PTO, insurance coverage, and more.
- Stability within an essential services company.
- Central role within a key team, involved in discussions with C-suite regarding growth, product and service offerings, customer acquisition and retention, and other crucial business decisions.
- Opportunity within the exciting and growing wireless industry.
- Strong mentorship, training, and career advancement opportunities from senior colleagues.
- Extensive support resources and tools.
Focus:
- Implement customer success strategy for company’s call center operations.
- Mentor, coach, and manage a team of customer care professionals spanning several call center locations in providing the best service possible.
- Support retention and mitigate escalations through strategy and solution promotion.
- Communicate clear KPIs and goals for team, including retention, customer satisfaction, forecasting, and success tracking.
- Track KPIs and SLAs, analyze findings, and create systemic improvements to result in increased customer satisfaction, retention, and overall company image.
- Create and implement optimized strategies for customer correspondence across social media, email, phone, live chat, etc.
- Collaborate with marketing and sales teams to support a cohesive customer care strategy and get top-level support to boost opportunities.
- Make regular reports to senior management on customer pain-points and opportunities for improvement within product and service features. Become voice of the customer when it comes to internal decision-making and wireless product optimization.
- Ensure adherence to relevant laws and regulations throughout call center operations.
Skill Set:
- 10+ years of call center management and customer success experience, with track record of success in building customer journey processes and managing lifecycle.
- Background in telecom preferred. Must understand value prop for wireless capabilities and understanding of current market for these products.
- Proven ability to manage large team of reports in matrix environment.
- Technical proficiency with software suites like CRMs, word processors, etc. to be able to navigate proper technology for customer communications and support.
- Bachelor’s degree in computer science, sales, or a related field.
- Strong customer-facing skills; comfortable interfacing with decision-makers across a range of industries with the ability to align technical solutions with business requirements.
- Proven success in customer engagement and consultative services.
- Excellent problem-solving and creative thinking skills.