Customer Support Director

Confidential - Payroll Management - Little Rock, AR (30+ days ago)


Duties and Responsibilities

  • Strategically lead of team of customer support staff to enhance department performance.
  • Develops and implements customer support policies, procedures, and standards.
  • Coach, mentor, motivate, and train CS staff to ensure staff is knowledgeable on programs, thereby achieving superior customer support.
  • Develops program for employee training and development, including developing all training materials used for existing and future employees.
  • Creates a culture that aligns customer service department policies and systems with the company’s objectives.
  • Provides feedback to the executive and management teams on customer support activities.
  • Compile data and mathematically analyze statistics in a meaningful way.
  • Oversees customer service issues and ensures effective and long-term problem resolution.
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Maintains in-depth working knowledge of company systems and processes.
  • Sets performance standards to meet service goals of company.
  • Measures customer support staff performance and makes employment decisions.
  • Works effectively with other departments (financial, support coordination).
  • Provides solutions and develops initiatives that are responsive to data trends, industry activities, and customer feedback.
  • Identify new tools and technologies, and make modifications to existing tools, to best service the clients.

Other Essential Qualities

  • Have strong management skills.
  • Must have excellent verbal and written communication skills.
  • Must have exceptional problem-solving, analytical, decision-making, and listening skills.
  • Advanced computer skills - very proficient with Microsoft Word, Office, PowerPoint, email and Internet, able to quickly learn company specific systems.
  • Skilled at working with people of all ages and abilities.
  • Detail-oriented and customer-driven, focusing on providing the highest quality products and services to company internal and external customers.

Education and Experience

  • Bachelor’s degree from a four-year accredited college or university.
  • 8 years of management experience in a customer support environment

Job Type: Full-time

Experience:

  • management: 8 years

Education:

  • Bachelor's

Location:

  • Little Rock, AR

Work environment:

  • Call center

Communication method(s) used:

  • Email
  • Phone