Director of North America Customer Service

POSITION SUMMARY
The Director of North America Customer Service directs, administers, and coordinates the activities, operation, and overall success of the Utah based North America Customer Service Team.

SUPERVISORY RESPONSIBILITIES
Directs Customer Service Team Leads and specialists who support front-line employees in the LifeWave Customer Service Center:

·         Workforce Specialist

·         Issues Management Specialist

·         Customer Service Trainers

Executes supervisory responsibilities in accordance with applicable laws and LifeWave’s policies. Interviews, hires, and trains employees; plans, assigns, and directs work; appraises performance, rewards, and disciplines employees; addresses complaints and resolves problems; delegates and leads as necessary to support the advancement and growth of the company and individual employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Create the structure and processes necessary to manage the organization's current activities in compliance with ISO 9001 and the department’s projected growth.

·         Monitor and analyze customer service metrics and KPIs, such as response times, resolution rates and customer satisfaction scores.

·         Build trust and establish credibility with Global Customer Service Teams to ensure strategic decisions are made as a collaborative effort.

·         Provide personal development for Customer Service Team Leads, laying the foundation for long-term growth.

·         Establish the communications channels that ensure timely and accurate exchange and flow of information to and from the frontlines and top-level management.

·         Create a culture of excellence and high performance while assuring employee safety and satisfaction.

·         Develop and maintain an environment that supports trust, teamwork, collaboration, empowerment and engagement of employees to provide an environment of continuous improvement.

·         Develop and implement a customer service strategy aligned with the organization’s overall goals and objectives.

·         Ensure that all organization activities and operations comply with local, state, and federal regulations and laws governing business operations.

·         Coordinate with HR on all employment decisions, such as interviewing, hiring, disciplinary action, and terminations.

·         Review daily/weekly/monthly KPI’s; celebrating success as appropriate and creating/managing improvement plans when not achieved.

·         Maintain and monitor high customer service center standards for quality interactions (calls and emails), and service metrics (efficiencies, productivity, quantity).

·         Work with Customer Service Trainers to prepare and maintain all training curriculum and documentation for new hires and continued education: CSI’s (Customer Service Instructions) and SOP’s (Standard Operating Procedures).

·         Engage in frequent research and make recommendations for new technology and processes driving improved customer experience and departmental efficiencies supported by a business case and recommended plan for implementation.

·         Influence the design of hardware and software systems to assist in the smooth and efficient flow of information, including orders, enrollments, commissions, and genealogy maintenance.

·         Complete all company training and follow established policies and procedures.

·         Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact on customer satisfaction.

QUALIFICATIONS

·         Bachelor’s degree preferred.

·         10 years experience managing a contact/customer service center.

·         Ability to work Fully Onsite.

·         Direct Sales/Multi-level Marketing experience.

·         Experience writing procedure manuals.

·         Experience presenting information and responding to questions from groups of managers, affiliates, customers, and the public.

·         Exigo/CRM experience preferred.

·         Fully Work Onsite.Five9 communication platform preferred.

·         I-Payout – (payment Platform used to pay commissions to brand partners) preferred.

·         Networking Merchants/AVPS; Ingenico and NMI (payment processor) preferred.

·         Microsoft Office Suite; Microsoft basics (WORD, EXCEL, PowerPoint).

·         Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

·         Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer. The employee may occasionally lift or move up to 25pounds.

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities. In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.