What are the responsibilities and job description for the Customer Experience Director position at Good Ranchers?
Job Summary
The Senior Customer Service Manager will lead our customer service team, developing strategies for exceptional multichannel service delivery. A strategic leader is required to maintain and enhance customer satisfaction, drive operational efficiency, and boost revenue through effective customer win-backs and sales initiatives.
Key Responsibilities:
- Develop and implement customer service policies and procedures to ensure a consistent and excellent customer experience.
- Lead, mentor, and expand the customer service team, including hiring, training, and performance management.
- Analyze customer service metrics (NPS, CSAT, response time, etc.) and make data-driven decisions to improve customer satisfaction and drive sales.
- Manage daily operations of the customer service department, ensuring compliance with company policies and quality standards.
- Collaborate with other departments (Marketing, Sales, IT) to integrate customer service with all areas of the company, particularly focusing on sales and customer retention strategies.
- Handle complex customer complaints or issues that escalate beyond the team level.
- Oversee the management of customer service technology and tools, including CRM systems and communication platforms.
- Manage and refine customer feedback loops to ensure that customer insights contribute to continuous product and service improvements.
- Stay informed on the latest industry techniques and methods in customer service, sales, and customer retention, applying best practices accordingly.
