What are the responsibilities and job description for the Director of Customer Service position at eComSystems?
Are you a seasoned customer service leader who is ready to lead a team of professionals to support a fast-moving omnichannel tech company? eComSystems has the role for you!
The Director of Customer Service will be responsible for directing and managing all aspects of eCom’s Customer Service department including direct customer interaction, new client set-up, initial client onboarding, training, client support, production, and overall customer service management. The position must provide leadership and vision, managing a team, setting the standard for excellence in communication, quality, accountability, productivity and results.
Key Responsibilities:
- Manage day-to-day operations of Customer Service (“CS”) department.
- Set and manage goals and expectations (KPIs) for CS team, including production, client relationships, productivity, and client satisfaction.
- Continually assess CS department to refine, develop and implement processes and procedures.
- Manage services for each client, including overall needs, expectations and usage of eCom’s products and services.
- Lead new client efforts, including program set up, client onboarding and training.
- Laison between the CS department and the IT department including technical service, bug\ fixes, and enhancements.
- Work closely with and support Sales team and Account Executives.
- Think strategically and creatively, provide ideas for platform enhancements and improvements, lead meetings, communicate, and facilitate solutions
- Travel for client meetings, client discovery, onboarding, training sessions, trade shows, etc., as necessary.
- Handle other projects, needs or activities that may be required.
Benefits for Working with eCom:
- Excellent compensation and benefits including paid time off, paid holidays, medical/dental/vision/life, and 401K, bonus plan.
- Opportunities to continue to grow your career.
- Flexible work schedule.
- Working with national clients at the highest corporate levels.
- Team approach to all we do!
Qualifications:
- At least two years of experience leading a customer service team of professionals required, 5 years preferred.
- Prior experience working for tech company highly preferred.
- Strong project management experience.
Job Type: Full-time
Pay: $60,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
- No nights
Ability to Relocate:
- Sarasota, FL 34240: Relocate before starting work (Required)
Work Location: In person
Salary : $60,000 - $85,000
