What are the responsibilities and job description for the Remote Client Services Director or Manager | WFH position at Get It - Hospitality?
Join Our Esteemed Team as a Client Services Manager/Director!
Job Overview
We are in search of a passionate and driven Client Services Manager/Director to spearhead our customer success initiatives. In this pivotal position, you will guide our dedicated team in delivering exceptional service, directly influencing our clients’ experiences and fostering their long-term satisfaction. Your leadership will be integral to enhancing the overall customer journey, ensuring every client feels appreciated and well-cared for.
Key Responsibilities
We are committed to providing a nurturing work environment that fosters professional advancement and personal development. Our culture encourages collaboration, growth, and a dedication to high-quality customer service.
Company Culture And Values
Our organization prides itself on offering a supportive environment that values teamwork and the relentless pursuit of excellence in customer service. We are dedicated to the professional growth of our employees and maintain a culture of inclusivity and respect.
Compensation And Benefits
We offer a competitive compensation package, which includes:
Employment Type: Full-Time
Job Overview
We are in search of a passionate and driven Client Services Manager/Director to spearhead our customer success initiatives. In this pivotal position, you will guide our dedicated team in delivering exceptional service, directly influencing our clients’ experiences and fostering their long-term satisfaction. Your leadership will be integral to enhancing the overall customer journey, ensuring every client feels appreciated and well-cared for.
Key Responsibilities
- Collaborate to build and refine the department’s framework, developing standard operating procedures that elevate service delivery.
- Establish and enforce company protocols focused on sustaining superior service quality.
- Lead the team in adhering to company standards while relentlessly pursuing service excellence.
- Create knowledge-based resources, including frequently asked questions and summary documents, to bolster team effectiveness.
- Recruit and onboard entry-level client service team members, facilitating their smooth integration into our corporate culture.
- Deliver comprehensive training for new hires on customer service practices, policies, and methodologies.
- Organize and supervise departmental schedules and workflows to enhance operational efficiency.
- Conduct timely performance evaluations that support professional growth and development among team members.
- Address performance issues and manage terminations in strict accordance with company policy.
- Monitor representative interactions with clients, ensuring adherence to quality benchmarks.
- Keep the team updated on changes or enhancements to company offerings.
- Collect and analyze data, preparing reports on customer interactions and feedback to identify trends and opportunities for improvement.
- Generate monthly performance reports summarizing the client service team’s accomplishments.
- Assist in preparing the departmental budget.
- Execute other related tasks as assigned to achieve departmental goals.
- Bachelor's degree in Business, Technology, or a closely related field.
- A minimum of five years of experience in client services.
- Preferably, two years of supervisory experience.
- Background in customer service within the manufacturing sector is advantageous.
- Excellent communication and presentation abilities; a personable demeanor with a passion for working with people.
- Familiarity with project management methodologies and tools.
- Exceptional organizational skills, detail-oriented, and proficient in managing numerous clients simultaneously.
- Capacity to navigate ambiguity and structure in less-defined scenarios.
- Proven ability to work collaboratively within a team and independently with minimal oversight.
- Strong problem-solving prowess with an aptitude for collaborating with internal teams to resolve client issues effectively.
- Competence in diagnosing and addressing issues with a logical approach while recognizing the need for escalation when necessary.
- Proficiency in using and learning various software applications, including MS Office (Excel), various web browsers, and ticketing/tracking systems.
- Experience in the Food & Beverage or Consumer Packaged Goods industry is preferred.
- Familiarity with Salesforce or equivalent CRM systems is desirable.
- Willingness to travel as required (up to 30% of the time).
- Comfort with remote work using video-conferencing tools.
- Strong management and leadership capabilities, exhibiting excellent verbal and written communication skills.
- In-depth knowledge of customer service principles and methodologies.
- Attention to detail and a professional demeanor while addressing customer concerns.
- Experience in coaching and mentoring customer service representatives.
We are committed to providing a nurturing work environment that fosters professional advancement and personal development. Our culture encourages collaboration, growth, and a dedication to high-quality customer service.
Company Culture And Values
Our organization prides itself on offering a supportive environment that values teamwork and the relentless pursuit of excellence in customer service. We are dedicated to the professional growth of our employees and maintain a culture of inclusivity and respect.
Compensation And Benefits
We offer a competitive compensation package, which includes:
- Comprehensive health, dental, and vision insurance.
- A retirement savings plan with company matching.
- Generous vacation and paid time off policies.
- Flexible working hours with remote work options available.
- Opportunities for ongoing professional development and growth.
Employment Type: Full-Time
