Created new hire training program, performance management dashboards and KPI Metrics. Implemented a CRM system (SalesForce.com) for Customer Support activities and performance metrics. Provided all aspects of Human Resources in the contact center. Developed a professional, knowledgeable VOC focused Customer Service department. Handled customer complaints and worked with various department heads to find resolutions. Commonly searched customer service skills/keywords will generally be listed under an ad’s “Preferred Qualifications” section; a few examples include phrases like “strong customer service skills,” “ active listening,” “consultative sales skills,” “ conflict resolution,” “fast-paced environments,” “interpersonal skills,” and “customer care.” 1. Managed SOW's, performance reviews, and contract resulting in a $600K cost savings in 2015. Maximized QA throughput by automating all QA administrative tasks. Led a team of 8 employees responsible for the order fulfillment process. Developed and implemented training programs using weekly staff meetings, one-on-one coaching, and computer shadowing techniques. And while the search for great customer service skills and abilities is a more recent endeavor, many CEOs would argue it’s just as elusive as the mythical grail that prompted the Crusades. Executed Client Service Expectations Key Performance Indicators (KPI) program for the department. Worked extensively with accounts payable, accounts receivable, order processing, order fulfillment, and other projects as directed. Developed, measured, and managed team KPIs and SLAs. Improved the Call Center Service Delivery Statistics to 97% of inbound calls answered within 20 seconds. Reported directly to the CEO; develop new and existing core-customer bases. Executed daily operations of accounts receivable management for over $4 billion in annual revenue. Managed a wide variety of functions including Customer Service, Order Processing, Private Label Credit, and E-commerce. Developed meaningful metrics that led to improvement in customer satisfaction/retention, increased sales and customer growth. Integrated multiple order fulfillment ERP systems into a single consolidated system in SAP R3. No matter how many customer service skill assessment surveys you send out, much of the customer psyche will remain a mystery. Managed a staff of 2 Network Administrators responsible for servicing and maintaining a complete enterprise throughout 4 existing sites. Most organizations lose too many potential customers in the journey from prospecting to closing. A customer service course that is engaging can be an effective way to develop and fine-tune customer care skills. Worked with a team of 175 customer service representatives and a cross-functional management team at a minimally invasive medical device company. Created and conducted staff and user training programs and materials. Developed customer service training/education programs for the staff to improve quality of customer service. Visit PayScale to research field service director salaries by city, experience, skill, employer and more. Provided training in customer service excellence and problem solving which expeditedcustomer order fulfillment and satisfaction. Supervised daily operations in the customer relation section of the company. Most prospective Customer Support representatives have an intuitive understanding that soft skills are king for the profession. Provided leadership and directed customer facing activities from order entry through product shipment. Customer Marketing: A Customer Service and Marketing Synergy, Certified Customer Experience Professional: CCEP, Certified Customer Service Organization: CCSO, Certified Customer Experience Professional. Assisted in the expansion of the workforce by accurately assessing and selecting application candidates. Provided a wide array of travel services and was the point of first contact for problem resolution. Managed Customer Service teams responsible for ensuring the success of customer base across two sites and multiple lines of business. To be a Customer Service … Reduced customer complaints more than 50% by reengineering operations in France and England. Here are 21 ideas for leveling up your customer service in 2021: 1. When recruiting or considering potential customer service reps, hiring managers also seek expertise in troubleshooting and analysis. Applied Lean Six Reviewed and processed all credit request issued by the Customer Care Department. Customer service managers need the ability to express their thoughts clearly, listen attentively, and respond appropriately. Provided thorough training by establishing and developing a training team and a dedicated training facility. The marketing technology landscape is consistently … Developed training program, productivity standards, performance monitoring/measuring process; provided daily work planning/personnel administration through subordinate managers and supervisors. Established the company's Project Management Office; recruited and trained the project Provided vision and leadership for service delivery for customers, strategic planning and partnership development. Applied Six Sigma methodology to drive improvements in customer-facing processes. Achieved department sales goals in 12 consecutive quarters. Led two customer service teams, with eight direct reports and an overall team of approximately 225 employees. Provided technical support for retail customers regarding product questions. Managed the order fulfillment process including order entry, processing, and shipping. Directed the development of employee training programs. Expedited manuals to meet customer specific requirements for each individual crane ordered. Managed Customer Service teams ranging from 40-55 staff, providing support for multiple internal departments and external customers. Executed daily operations of staff planning and scheduling observed and evaluated workers' performance. We ranked the top skills based on the percentage of Customer Service Director resumes they appeared on. Initiated creation of operational metrics to measure performance, quality and revenue to improve overall operations and productivity. Led redesigned customer strategy for management of customer requirements, quotations activity, order management and grading of customer service associates. Included: telemarketing manager, sales support, customer service trainer and trainer and management of 70 person training force. Created and maintained initiatives which brought about consistent revenue growth and customer retention. Developed and standardized account procedures to ensure consistent quality metrics were achieved. If a manager can help stakeholders connect the dots, by carefully presenting a direct correlation between service excellence and business profit, the likelihood of convincing management to increase their budget is a lot stronger. Directed the operations of the Customer Service department for an industry leading, access control software and security equipment manufacturer. Collaborated with sales team to significantly increase customer base. Directed all human resources, scheduling, productivity and credit card processing as well as revenue reporting. Maintained compliance with service levels and client contractual commitments; achieved labor and non-labor budget requirements. Analyzed both internal and external customers. Achieved 98% customer satisfaction rating and 80% customer retention rate. But guessing and knowing for sure are quite different. Collaborated with sales team to integrate new customers and create tactical plans to implement contracts. Managed complex customer requirements for large customer base, while adhering to corporate and governmental policies and regulations. Designed and implemented on-line customer service surveys to gather metrics regarding overall customer experience and level of satisfaction. Managed inside sales/order processing department achieving 99.7% invoice Awarded the President's award for outstanding performance on our ERP implementation. Managed order entry and customer service team for all International licensee's. Soft skills and hard skills for Customer Service. Represented Customer Service during the successful transition from QuickBooks to a new ERP system (SyteLine). 716 Director of Customer Service jobs available on Indeed.com. Handled all HR initiatives including hiring, training and performance reviews. Leveraged workforce potential, measured and improved key performance indicators, and streamlined workflow for Internet-based health and wellness company. Telephone. Developed and Implemented IVR Customer Care Survey. Achieved the leading score on associate satisfaction surveys (AOS) amongst all customer care groups. Cultivated new and existing customer relationships including contract negotiation and rates. High school diploma or equivalent; college degree preferred. Reorganized customer service operations and formed team of Regional Operations Managers, to manage core sales support teams. Trained, designed and implemented additional customer service standards focusing on customer satisfaction and technical problem resolution. Started at Colorado Access working with members in a program who had both Medicare and Medicaid benefits. Managed new business and customer service functions with increased responsibilities in these areas following promotion from Director, New Business. Developed and implemented comprehensive customer service policies, procedures, initiatives and related guidelines for athletic department staff. Supervised 3 direct reports and a staff of 30 in daily activities. To perform the necessary tasks competently, the director often uses special-purpose telephones, desktop computers, document management software, such as Adobe Systems Adobe Acrobat, and accounting software. Those seeking to secure this type of position are not necessarily required formal education, although many candidates display a Bachelor' Degree in their resumes. Identified opportunities and implemented processes for cross-selling, lead generation and customer retention. Established procedures and training process for Patient Referral Marketing with NovaCare staff and facility Admissions/Marketing staff. Managed $3.1M operations and supply budget for Customer Service and Distribution / Order Fulfillment operations. Assessed departmental results to determine existing training and/or process improvement opportunities to maximize quality and efficiency of each department. Developed technical training, technical support, and software verification teams through formal training and rotational assignments with software design. Supported 50 customer service staff that provided quality service to Medicaid recipients. Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and inbound/outbound sales. For example, 18.2% of Customer Service Director resumes contained Customer Service as a skill. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? These include a customer service mindset, outstanding communication skills, conflict-resolution skills, a creative problem-solving ability, and a high level of empathy. Created customer-oriented business enterprises that supported the strategic plan and achieved superior business results. window products. Analyzed business requirements and presented QA strategy to delivery team. Included modifying inquiry screens and order entry screens. Managed multi-site workforce management team (Blue Pumpkin/Witness) Vendor Management. Managed all aspects of customer service operations including the development of overhead budgets as well as individual project direct expenses. What are the qualities of a great customer service manager? Shifted Customer Service organization from order entry to active account management with upsell/cross-sell capability. If you are in a Customer Service Manager role, congratulations on making it to this level! An unwavering commitment towards customer service, with an ability to foster productive relationships, resolve complex issues and win customer loyalty. Managed effectively Government Program Process Improvement Project resulting in 98% Financial Accuracy when 100% audit was conducted. Implemented a state-of-the-art Customer Satisfaction tracking system; played key role in formulating business requirements for all new call center technology. Established and ensured customer fulfillment and satisfaction, through management of 21 direct and indirect reports. Maintained service levels while supporting year over year growth rate of over 1000%. In summary, working in the field of customer service is a wonderful adventure and provides many opportunities for career growth. Implemented workforce management, IVR system, billing backend, auto-dialer dispatch service, and auto-dialer collection calls. Developed and implemented social media marketing strategy and company blog. Facilitated customer relationship management through tight delivery scheduling and production shift. Established benchmarks for the Customer Care orders and system inputs. Directed the Customer Services operation (Account Management, Call Center, Data Conversion, Order Fulfillment, Training). Coordinated and oversaw event planning and logistics. Managed customer service department for an Internet marketing/recruiting start-up company and provided customer service support to more than 100 associates. Most customer service director job descriptions list the following typical responsibilities and duties: Communicate with other managers in a company in order to keep the functions within the company going smooth. Partnered with the Store Director and Regional Human Resources Director to manage employee relations concerns. Defined and implemented customer service processes, scorecards, satisfaction improving operations globally. Reduced overall support staffing through continuous improvement initiatives, while improving customer satisfaction metrics for all businesses. Provided organizational leadership and supervisory assistance and support for a staff 5 clerical workers. Established and directed customer service operations of the organization. Leadership Ability -To be able to manage a team or department requires not only industry experience but an exceptional leadership ability. Performed all human resources, including Attracted new customers via networking, media advertising, development of print catalog and direct contact. Created ERP system based validation process, diminishing shipping errors to rate of 1 in every 15K lines and 5.3 sigma. Assisted in creating and implementing a long-term strategy for radically improving customer service, customer loyalty and retention. personnel in both departments. Decreased turnaround time in Order Entry from four weeks to 2 days. Improved order processing from 30% within 24hrs to 85% within 24hrs. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. Business Acumen – What sets a manager apart from the rest of the team, is the added task of managing the department’s budget. Sigma tools (DMAIC, Waste Walks, etc.). Helped to generate revenue by acquiring new customers and selling pay services via CSR's & door-to-door sales. Anyone who aims to be successful in a customer-facing role should have a basic set of what we call “service skills”. Initialized company s first dedicated VOC customer service function, IP phone system, messaging and 24-hour service and sales support. Conducted Quarterly and Annual performance reviews. Led team of 6 to achieve 0 customer complaints for 3 years by coaching employees to provide superior customer service. Developed training programs to address specific software needs. Prepared launch go/no go checklists, developed business requirements regarding internal projects. Analyzed and reported web site functionality and customer complaints to improve levels of service and revised internal company policies. Managed 1- 5 employees, maintain and tracking data, Reporting weekly, monthly and quarterly KPIs. Engaged with EMC2 senior and executive management to communicate critical and political incident management developments and action plans. Implemented logistics restructure and a worldwide Hub Strategy for distribution in lieu of existing model. Defining your customer service career path. Created universal environment to ensure attainment of Client specific SLA's. Managed SaaS operations, support, project management, inside sales and user assistance teams. Directed staff of 14 Customer Care Representatives; mentored Customer Service Supervisor. Managed $5MM budget, 35 direct reports, and 4 indirect reports.