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Director of Customer Service- City of Industry,CA

Job title: Director of Customer Service- City of Industry,CA
Contract type: Full-time
Location: Hacienda Heights
Discipline: Technology
Remote: No
Salary: $100,000/year - $115,000/year
Reference: 459073
Contact name: Arinne Averbach

Job description

Our client, an innovative Water Technology company, is looking for a strong, experienced Director of Customer Service.

In this role you will support teams up to 10 total, systems, and projects to ensure customers receive effective support. The ideal candidate has a passion for problem solving, experience taking ownership of critical issues, and knowledge of what world-class customer service looks like. You view this role as an opportunity to learn from a talented team and are excited to take on more responsibility over time.

Location- 100% onsite in City of Industry, CA
Salary-Up to $115K

What You Will Do:
· Provide leadership and direction to high-performance customer experience team
· Identify and track consumer issues and complaints to ensure transparency and an improved customer experience
· Design customer lifecycle map and track key metrics that are representative of the customer experience
· Responsible for optimizing customer experience operations and improving workflows with increased efficiency and productivity while keeping the customer first
· Field inbound customer communication and escalations via multiple channels (chats, emails, calls) and resolve customer requests with expedience
· Partner with cross-functional teams including brand marketing and product teams to continually improve all aspects of the customers’ journey and offerings
· Provide ongoing monitoring of performance metrics and trends to optimize customer experience and identify potential issues
· Guide customer experience associates performance with reactive customer service and proactive solution development
· Develop training materials and coach new team members
· Personally handle escalated and sensitive customer conversations and/or guide associates to handle these inquiries with confidence and a brand appropriate response
· Escalate technical issues to QA when necessary and ensure all issues are documented and tracked to resolution

Who You Are:
· 3-5 years of work experience in a relevant industry
· Bachelor’s degree in technology, data science, business, or equivalent experience
· Proven ability to coordinate projects and tasks
· Understanding of customer support and core concepts of customer experience
· Data-driven with excellent organizational and interpersonal skills
· Strong analytical skills

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