What are the responsibilities and job description for the Director Of Customer Service position at TEKsystems?
A Director of Customer primary responsibility is to ensure that customers receive excellent support and service. This involves developing and implementing customer service policies, procedures, and standards to meet or exceed customer expectations. The Director of Customer Service will also lead and manage teams of customer service representatives, ensuring they are well-trained, motivated, and equipped to handle customer inquiries, complaints, and issues effectively and efficiently. Overall, the Director of Customer Service plays a crucial role in fostering positive relationships with customers and driving customer satisfaction and loyalty.
- Essential Duties and Responsibilities :
- Oversees the middle ground between customer success and business development
- Create and implement a strategy to manage the customer success team in a way that combines the customers' goals with the business's goals to form a cohesive, data-led, and customer-informed process
- Responsible for developing comprehensive standard operating procedures that effectively address customer service needs and resolve any issues arising from both internal and external customers.
- Responsible for analyzing customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience
- Will create, implement, and continue to hone the end-to-end customer experience
- This role entails recruiting and training employees, establishing daily work schedules, effectively communicating job expectations and making informed decisions regarding employee terminations if necessary.
- Oversee Customer Service department
- Additional Skills & Qualifications
- 5 years of customer service experience
- Logistics / transportation experience
- 5 years experience of managing a team
- Analytical aptitude
- Strong leadership skills
- Pay and Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off / Leave (PTO, Vacation or Sick Leave)
- Workplace Type
- Application Deadline
Lead a team of 30 and drive development and customer engagement
Provide analytical reporting to customers on performance
Monitor department performance and provide process improvement changes
Foster strong relationships with customers and internal staff
Support high level escalation situations
Collaborate with internal departments to drive cohesive communication process and revenue growth
Conduct meetings and performance reviews
Provide quality control of teams communication with customers
Maintain knowledge of industry trends to adhere to current market and volumes
The pay range for this position is $57.00 - $67.00 / hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following :
This is a hybrid position in Carteret,NJ.
This position is anticipated to close on Feb 28, 2025.
About TEKsystems :
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $57 - $67