VP of Customer Service Remote United States
The Role: Vice President of Customer Service
Our client is a national provider of branded athletic apparel, equipment and uniforms that lifts and inspires organizations to celebrate competition, spirit, and identity.
The Vice President of Customer Service leads our customer support program and focuses on all aspects of customer support and service. This leader is responsible for developing and driving the organizations customer service strategy and managing the overall performance of people and processes to achieve the highest levels of customer satisfaction. The Vice President of Customer Service liaises with other members of the operations and sales leadership teams to implement the organizations corporate strategy. In addition, this leader will be responsible for working cross functionally to understand consumer needs and establish valued communication throughout the growth and development of the athletic apparel industry.
The VP of Customer Service must display leadership skills that inspire and encourage staff to provide the highest standards of service and promote good customer service in other departments that do not have direct customer service responsibility.
Develop and track KPIs that hold team members accountable for their performance.
Work with COO, CRO and VP Sales Operations to assess current staff, and develop a hiring plan that builds a high-functioning CSR team.
Develop and implement SOPs, for the customer service team focused on standardization of communication.
Own the delivery of extraordinary customer service, customer satisfaction, and revenue retention, while meeting service level requirements.
Determine what resources, tools, systems, and training will be necessary for obtaining/exceeding service level targets, focusing on new technologies, process improvements, employee skill enhancement and motivation techniques.
Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
Recruit, select, train, and coaching CSR staff.
Develop an effectual systems environment to better leverage entire relations throughout the organization.
Develop strategy for incrementally transforming the customer experience through the use and improvement of current/future technology focused on cost reduction and improved customer service.
Identifying systemic issues affecting customer issues and work with internal stakeholders to identify and implement fixes, process modification or changes to customers expectations.
Act as the key point of contact to third party vendors to ensure our technology is up to date and effective. Research best practices in related industries and companies to determine best practices, focusing on quality support and a positive customer experience.
Bachelors degree in a related field or equivalent work experience
7 + years of experience in a customer support leadership position; school products category industry experience preferred.
3 + years of leadership experience with a proven track record of developing direct reports
Proven record of delivering continuous improvement to achieve company goals and high standards of quality
Heavy knowledge and handling of customer service management methodology and techniques
Excellent cross-functional partnership skills and ability to work positively with business partners
Excellent resource (people, time, tasks) management skills
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Ability to multi-task while consistently meeting deadlines.
The ability to find innovative ways to respond to customer needs and resolve problems
Outstanding communication and presentation skills
Interested candidates should apply through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible.
Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.