Overview

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 excellenceManage and direct the daily operations of the Customer Solutions department, utilizing supervisors to assist in management of the team and tasksDevelop 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 satisfactionOversee training and education of Customer Solutions coordinators to optimize department performanceDevelop a collaborative and supportive culture within Customer Solutions that is rooted in integrity, respect for customer and colleagues, and a desire to winDevelop and mentor the next set of formal and informal leaders within CS, supporting their growth and development pathMaintain a working knowledge of all relevant CS tasks and continuously review them for updates and improvements for efficiencyCoordinate with CS supervisors to manage the team such that all business hours are covered for phones, emails, and chatsCommunicate concerns, policies, and business solutions among management and team membersCreate and implement strategic initiatives to increase overall customer experience SUPPLEMENTAL RESPONSIBILITIES Completes any tasks and/or projects assigned by supervisorOther duties as assigned AUTHORITY Take and process ordersAuthorize account creation and modificationsManage CS team members and their professional development ACCOUNTABILITY Orders are processed are processed in an accurate and timely mannerStaffing hours are appropriately managed for optimal customer solutions availabilityCustomers 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 changeStrong analytical skillsAbility to interface with employees at all levels of the organizationAbility to think ahead and plan over a 30-day time span and prepare action plans to