Position Purpose/Overview

Our client is seeking a motivated and customer-oriented individual to lead our Customer Care and Inside Sales teams as our Director of Customer Care and Inside Sales. The Director of Customer Care and Inside Sales is responsible for ensuring our Customer Care team members provide our customers with an exceptional service experience and Inside Sales team grows their assigned revenue.

Managing two teams (Call Center of 30 and Inside Sales team of 9)

This person will assess current call center technology and Customer care verbiage.

This person must have the ability to implement change successfully.

Responsibilities/Duties/Functions/Tasks

• Responsible for the strategic planning and execution of customer support and inside sales functions
• Develop and execute training curriculum for the call center, ensure quality in calls, and provide reporting and analytics.
• Ensure customers are met with outstanding customer service.
• Provide exemplary leadership with an emphasis on mentorship, professional development, and guiding team members to leverage every call for maximum efficiency and quality. Oversee and provide support to Inside Sales Manager and Customer Care Manager. Hire and fire responsibilities.
• The Director of Customer Care and Inside Sale responsibilities include
• The Director of Customer Care and Inside Sale responsibilities include: Build and own the customer service process dedicated to exceeding customer expectations.
• Develop and implement robust customer service processes to ensure seamless interactions across phone, email, chat, etc.
• Become a product expert on offerings, empowering you to confidently address customer inquiries and concerns.
• Champion a customer-centric culture that fosters customer loyalty
• Gather and analyze customer feedback to improve the overall customer experience. Support and lead the team as a people manager, managing capacity, development, escalations, and KPIs
• Actively look for opportunities to enhance standards and improve process efficiency, supporting the team to make the appropriate changes.
• Partner with technical leadership team, working closely with them to close any knowledge gaps within the service and inside sales team.
• Work closely with marketing, field sales, and senior leadership
• Evaluate and improve inside sales processes and procedures through department activities and projects.
• Monitor and report on sales metrics for the team ensuring KPI’s performance against targets.

Qualifications (Experience, Education, Licensure, Certification)

• Bachelors’ degree required.
• 5 years of experience in customer service/call center leadership,
• Strong relationship, collaborative, and organizational skills with a high degree of initiative and self-motivation.
• Demonstrates outstanding communication and interpersonal skills, with the ability to build rapport with customers and foster a positive team environment?
• Strong management, team building, and problem-solving skills who can motivate and coach inside sales employees and call center employees.
• Knowledge of Microsoft Office (Excel, PowerPoint, and Word) and experience with Hubspot or other customer relationship management software.