Director of Customer Service and Training

Job Summary:

The Director of Customer Service and Training is a key leadership role responsible for driving customer satisfaction and operational excellence through effective customer support and comprehensive training programs. This individual will lead and manage the customer service and training teams, ensuring the delivery of exceptional customer experiences and fostering a culture of continuous learning and development. The ideal candidate will be a results-oriented leader with a strong focus on customer advocacy and team development.

Responsibilities:

Customer Service Leadership

Oversee daily operations of the customer service department, ensuring efficient and effective resolution of customer inquiries and issues.

• Oversee daily operations of the customer service department, ensuring efficient and effective resolution of customer inquiries and issues.
• Develop and implement customer service strategies and procedures to enhance customer satisfaction and loyalty.
• Monitor and analyze customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) to identify areas for improvement.
• Manage and mentor customer service team members, providing guidance, coaching, and performance feedback.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Implement and maintain customer service tools and technologies (e.g., CRM systems, ticketing systems).
• Develop and maintain a customer feedback loop to gather insights and drive continuous improvement.
• Ensure adherence to customer service standards and best practices.

Training and Development Leadership:

• Design, develop, and deliver comprehensive training programs for internal employees and external customers.
• Conduct needs assessments to identify training gaps and develop targeted training solutions.
• Create engaging and effective training materials, including presentations, manuals, and online resources.
• Facilitate training sessions and workshops, both in-person and virtually.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Manage the training budget and resources effectively.
• Maintain accurate training records and documentation.
• Stay up-to-date on industry trends and best practices in training and development.
• Onboard new employees with engaging and effective training.
• Develop product knowledge training for the customer service team, and other applicable departments.

Cross-Functional Collaboration:

• Collaborate with other departments (e.g., sales, marketing, product development) to ensure alignment and consistency in customer experience.
• Provide customer feedback and insights to product development teams to improve product offerings.
• Work with the leadership team to develop and implement strategic initiatives related to customer service and training.
• Work with HR to ensure alignment of training programs with company wide goals.

Qualifications:

• Bachelor's degree in business administration, communications, or a related field.
• Minimum of 10 years of experience in customer service and/or training management, with at least 3 years in a leadership role.
• Proven track record of improving customer satisfaction and driving operational excellence.
• Strong understanding of customer service principles, methodologies, and technologies.
• Experience in developing and delivering effective training programs.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in CRM and LMS platforms.
• Strong project management skills.

About Us

City Lifestyle launched its flagship publication, Leawood Lifestyle, in September 2009. Since its launch in 2009 City Lifestyle has grown to be one of the fastest-growing companies in the country according to Inc. 5000 with magazines located across the United States from coast to coast. The corporate office for City Lifestyle is located in downtown Kansas City, Missouri.

Dependability is a must, and references may be required. Due to the volume of candidates, please post, but do not call. All resumes will be reviewed.

City Lifestyle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The job requirements listed here are only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.