Assistant Director of Customer Relationship Management

Job Description

CABVI is seeking a Customer Relationship Manager to lead customer service representatives in developing customer engagement and satisfaction for all of our customers, including State, Federal, commercial contracts, service contracts. Work in conjunction with the Director of Customer Service.

RESPONSIBILITIES INCLUDE:

• Assisting the Director of Customer Service with customer service-related matters and serve as the primary point of contact during absences and vacation.
• Receive and process state, federal and commercial sales orders, provide expertise of product availability and projected delivery as well as respond to customer requests and questions regarding delivery, service, product, and/or account information in a highly accurate and timely manner.
• Collaborate with fellow agencies to stay up to date on product knowledge needed for accurate assistance to customers as well as assist in monitoring product inventory and reorder levels.
• Engage with the customer service team to organize and assign the different duties to ensure a faster and smoother flow of operation through division of labor.
• Oversee customer service representatives working in remote locations.
• Provide real-time support for handling customer interactions and attend to customers that are proving difficult to team members or escalated and resolve their complaints to ensure customer satisfaction.
• Support and assist customer service team members with non-routine customer complaints and research to resolve major problems with orders, delivery dates or service.
• Showcase emotional intelligence leadership skills with effective and efficient communication with the Customer Service Representatives.
• Monitor team and individual goals and drive team to accomplish and exceed them, inspiring and fostering team commitments, innovation, and continuous improvement with measurable results.
• Work with the Director of Customer Service to initiate and strive toward continuous process improvements in operations and systems to increase customer engagement and satisfaction as well as team member productivity and efficiencies.
• Initiate and strive toward fully automated CRM processes to improve customer engagement and service satisfaction. Deploy a seamless journey from customer engagement to CRM delivery.
• Support the Director of Customer Service in the training of new hires and/or team members to include training of the CRM system as well as continued development and motivation to achieve departmental and organizational goals.
• Supervise all facets of CRM systems and delivery to government and commercial customers.
• Assist in creation, updates, and maintenance of customer service and sales work procedures, including sales order processing, monthly sales reports, required logs & SOP’s. Implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards.
• Authorize merchandise tracking, returns, and handle customer inquiries providing customer resolution, which may include refunds/credits, ensuring fairness and customer satisfaction.
• Work with the Business Office to resolve invoicing and payment problems, and with NYSPSP, NIB and Central Industries staff to resolve customer issues.
• Drive new business by supporting new client and project growth as well as the implementation of new business or service offerings.
• Develop and manage a Quality Assurance Program to ensure our customers feel valued, satisfied and engaged.
• Ensure our customers feel valued and supported by implementing a quality assurance plan and conducting customer satisfaction campaigns and surveys.
• Assist in developing sales campaigns with product managers/sales team.
• Build strong relationships with customers for new business development opportunities.
• Collaborate with other department teams to improve processes, maximize revenues, and enhance customer loyalty.
  
  

REQUIREMENTS INCLUDE:

• Minimum of associate degree; bachelor’s preferred in accounting, business, or related field. Must have a minimum 5 years’ experience in a customer service management position with a minimum of 3 years’ experience working in Customer Relationship Management System (CRM) required. Adaptive technology experience to include implementation and training a plus.
• Strong leadership and team building capabilities with solid decision-making skills required.
• Must have ability to read, analyze, and interpret general periodicals, business accounts, and technical procedures.
• Must have ability to write reports, business correspondence, and operational procedures.
• Must be able to effectively present information and respond to questions from consumers, CABVI staff, and the public. Must have excellent listening and information processing skills. Must effectively interact with all staff and management.
• Strong employee engagement and interpersonal skills required. Must be patient and empathetic with the ability to apply social service communications with patience and integrity. Must embrace the agency open door policy.
• Must have the ability to train ZoomText and JAWS systems as used by the blind and visually impaired. Adaptive technology experience to include implementation and training a plus.
• Must have expertise with databases, spreadsheets, and word processing. Must be knowledgeable regarding hardware and network concepts. Must have excellent statistical and mathematical skills.
• Must be willing to learn new technology. Experience in Customer Relation Management (CRM) systems, their implementation, training, operations, delivery, results, and analytics required.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the key job elements

BENEFITS:

CABVI offers a generous benefit package along with a family friendly work environment. We offer three health insurance plans to choose from along with dental and vision insurance. A retirement benefit through a 403(b) is offered to include employee and employer contributions. We also have paid time off, paid holidays, a fitness center available to CABVI employees, employer sponsored life insurance along with many other employee sponsored benefits.

CABVI is an Equal Employment Opportunity employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data or any other legally protected status.

Company Description

The Central Association for the Blind and Visually Impaired (CABVI) is a not-for-profit agency with professional and support staff who provide comprehensive vision rehabilitation programs annually to more than 2000 people who are blind and visually impaired in a nine-county area. We teach independent living skills, as well as orientation and mobility, and we offer low vision services, children’s services, and continually-expanding technology and employment programs. One facet of our employment services is Central Industries, the Association’s manufacturing division that helps support agency services. Our mission is to assist people who are blind or visually impaired achieve their highest levels of independence.

The Central Association for the Blind and Visually Impaired (CABVI) is a not-for-profit agency with professional and support staff who provide comprehensive vision rehabilitation programs annually to more than 2000 people who are blind and visually impaired in a nine-county area. We teach independent living skills, as well as orientation and mobility, and we offer low vision services, children’s services, and continually-expanding technology and employment programs. One facet of our employment services is Central Industries, the Association’s manufacturing division that helps support agency services. Our mission is to assist people who are blind or visually impaired achieve their highest levels of independence.