What are the responsibilities and job description for the Customer Service Director position at Good Ranchers?
Job Description
We are seeking a highly skilled Customer Service Director to lead our customer service team and develop strategies to provide outstanding service across multiple channels.
This role demands a strategic leader who can maintain and enhance customer satisfaction and loyalty, drive operational efficiency, and boost revenue through effective customer win-backs and sales initiatives, as well as manage customer feedback effectively.
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.
Qualifications:
Education:
Bachelor's degree in Business Administration, Communications, or a related field; a Master's degree is a plus.
Experience:
Minimum of 7 years' experience in customer service, with at least 3 years in a managerial or director role within an e-commerce environment.
- Proven track record of leading a customer service team and achieving significant improvements in customer satisfaction and sales figures.
Technical Skills:
Strong understanding of customer service software, databases, and tools.
Additional Skills:
Outstanding communication and interpersonal skills, with the ability to motivate and lead a team.
- Excellent organizational and leadership abilities with a problem-solving attitude.
- Demonstrated ability to manage budgets and forecast department needs.
