Customer Service Director

Department: Operations
Location: Mesa, AZ
Start Date: 2012-04-23
Salary: $60,000 - $80,000

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The Customer Service Director will serve as a leader and role model to support and develop the customer service team. We are looking for a person that loves taking a "hands-on" approach with customers, and developing employees to handle difficult customer service issues. An experienced customer service director with some sales experience is a plus, as every customer service call is also an opportunity.

  • Always has a positive attitude and dynamic personality even in the most difficult customer service days
  • Oversees day-to-day Customer Service operations ensuring above average service levels are provided
  • Provides strategic leadership, coaching and direction to customer service team, providing visibility to corporate strategies and ensuring that the team's perspective influences those strategies.
  • Positively communicate and demonstrate Entrust Bankcard Core Values by developing trust & respect among peers, working as a team and partnering with Employees at all levels.
  • Identify measurable opportunities to improve customer service response, satisfaction and retention
  • Follow current metrics and further develop performance metrics in order to maximize efficiency and profitability
  • Work closely with Operations and Sales groups to develop and implement best practices and identify opportunities to improve customer service processes
  • Develop and mentor Customer Service team
  • Leads and energizes employees regarding their roles in providing excellent service.
  • Develops and implements best practices, reporting standards and performance assessment.
  • Manage the Customer Service Division budget, including forecasting headcount and operating expenses
  • Performs other job-related duties as assigned or apparent
  • Strong leadership, motivational and organization skills
  • Excellent oral, written and presentation skills to effectively communicate with all levels of management, employees and customers.
  • Proficiency in partnering with business leaders to drive company strategies.
  • Strong management skills including the ability to manage projects within budget, maintain the momentum, and achieve results.
  • Strong skills related to building, sales and selling, and improving collaboration among departments.
  • Minimum 5 years Customer Service experience, holding supervisory and / or management roles
  • Some sales experience is a bonus
  • Bachelor's or Associates degree preferred, but equivalent combination of experience and education will be considered.
  • Medical
  • Vision
  • Dental
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