Director Of Customer Service (3292)

NextPath Career Partners is currently seeking a Director of Customer Service to join our client’s team in Orlando, FL. This is an onsite, direct hire position.

SALARY: $60-70K + bonus (depending on experience)

Requirements

• 2+ years direct management of others preferred (can take someone with previous leadership but desire to get into this area)
• Positive attitude and true passion for helping and supporting customers through major and minor issues
• At least 3 years of direct customer service experience required
• Analytical experience, specifically ability to look into data and make recommendations for improvement
• Impeccable follow up and attention to detail
• At least 5 year of experience working in an office environment preferred
• High School Diploma or equivalent required; College Degree preferred

Responsibilities

• Develop processes for sustaining high NPS (net promoter score) results
• Help generate potential sales leads and repeat business through ongoing customer interaction
• Resolve concerns that customer expresses swiftly and empathetically (one call resolution) while involving support departments when needed. Ensure proper follow up is executed.
• Work In Medallia to track all survey results and follow up where appropriate. Determine root cause by analyzing results at a granular level and speaking with the customer.
• Provide process improvement initiatives based on root causes of customer dissatisfaction
• Coach/Guide customer “facing” teammates by pulling customer phone calls and identifying opportunities to better delight the homeowner.
• Ability to make executive decisions during customer interactions to ensure that the customer receives the highest possible satisfaction that we can give. Partner with local General Manager when necessary
• Create case files for every job that has areas of opportunity. Walk through resolution process until the very end with each customer.
• Review/respond and Monitor every Yelp/Google review (and other social media) and share with the team. Where results are undesirable, reach out to the customer and immediately begin to resolve any frustration they may have while building brand value

Nextpath Career Partners

NextPath is a candidate centric recruiting firm focused on your career goals to help you find your next path! Our team of professional recruiters have over 80 years of combined experience to help you navigate a job change. Our clients span local and national with roles in sales, creative, marketing, and staffing on a direct, contract-to-perm, and contract (project) basis.

If the position above doesn’t appear to fit, we do have a host of clients with roles that could be a match and not every position will be posted. Feel free to reach out to find a better match by emailing your resume to [email protected] for a recruiter to engage.

We are an Equal Opportunity Employer

View all open jobs: http://www.nextpathcp.com

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