Director of Customer Support Job at CPI Security
Overview:
What's In It For You!
Competencies and Characteristics (Core):
Our
Director of Customer Support is a transformative and dynamic leader that inspires and engages with a large, diverse team of customer care employees. This role will set the standards for others to follow that embodies our core values and how customer service will be executed. This proactive leader will be charged with continuing to enhance our digital customer experience using various digital platforms such as: texting, web chat, emails and phone. This leader must be passionate about mentoring, growing and leading a team as they continue to provide an outstanding customer experience.
What's In It For You!
- Aggressive pay and the opportunity to work for an iconic brand.
- Great medical, dental, vision, short- & long-term disability, and life insurance options
- Company paid holidays, floating holidays, and paid time off (PTO)
- 401(k) plan with a competitive company match
- Eligible for free monitored security system after 90 days
- Education assistance – we encourage and support our employees who want to improve their skills and further their education
- An engaging and fun company culture that’s made up of a diverse group of people
- Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.
- Talk about perks! An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director
- Birthday and Work Anniversary Rewards, PLUS a Rolex watch at 10 years of service!
- Build a high-performance team, and an engaging culture of excellence driven around providing a best in class customer experience ensuring that we gain and maintain recognition for the quality of customer service that we provide.
- Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees.
- Establish and maintain service levels and key performance indicators (KPIs) that support our strategic goals that consistently challenge current service levels and drive to improve our customer experience.
- Create, develop and/or implement technology, tools and processes used to proactively identify opportunities that maximizes productivity and drive innovation around our customer service experience.
- Prepare and deliver business updates, performance metrics, project status reports and other complex information in various formats, including verbal and written presentations that need to be tailored to the appropriate audience.
- Ensure alignment of people, process, and technology. Delivering a positive change across the company along with impactful customer experience.
- Deliver cost efficiencies and increased Customer Net Promoter Scores & FCR rates.
- Increase existing customer upsell through identifying strategic opportunities and applying training, scripts, and closing processes.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
- Partner with other department leaders to continually review and improve business processes with goals of better customer experience (internal and external) as well as cost efficiencies.
- Utilize Workforce Management Tools to maximize scheduling and performance results.
- Develop and coach leaders for growth as well as identify future leaders and developing bench strength.
- Bachelor’s Degree, preferably with a focus in business or communications
- 7+ years of call center leadership experience required. Prefer consumer services or retail industry experience
- Fully understand various customer platforms such as: text, web chat, email, and phone
- Experience with large scale system implementation preferred
- Intermediate MS Office (Excel, Word, PowerPoint and Project) required
- Experience working with a CRM (Salesforce a plus) and phone systems (i.e. Genesys) is required
- Ability to thrive in a busy, fast-paced environment
- Experience with Workforce Management Systems (i.e. Monet)
Competencies and Characteristics (Core):
- Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the visions; makes the vision shareable by everyone; can inspire and motivate.
- Strategic Agility - Strong strategic analytical skills with the ability to develop creative approaches to communications and problem solving, anticipating future impact and issues.
- Business Acumen - knowledgeable in current and possible future policies, practices, trends, technology and information regarding retail data, analytics and business intelligence. Understands the purpose and stakeholders of Harbor Freight practices, policies, procedures and systems.
- Presentation Skills - translates complex data analysis into actionable, comprehensible material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates
- Managing and Measuring Work - establishes clear objectives and measures for self and others. Monitors and reports on progress and results. Sets benchmarks and ensures accountability.
- Customer Focus - Is dedicated to meeting the needs of internal and external customers. Gets first-hand internal customer information and uses it to improve processes and deliverables.
Role-Specific
:
- Analytical Thinking: have the ability to scrutinize and dissect facts and concepts in order to better understand an entire situation
- Action Oriented: enjoy environments possessing great challenge and requiring diligent work to accomplish deadline-oriented tasks
- Time Management: able to maintain focus, obtain goals and complete tasks in a timely and effective manner
- Understanding Others: able to recognize and appreciate the intricacies of how different teams function, as well as their intentions, needs and values, and is able to utilize this knowledge to better partner with and motive them
- Written Communication: able to write clearly and succinctly in a variety of settings and styles, while consistently conveying messages in a way that creates the desired impact
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