Job description

Job Title: Director, Customer Service
Department: Corporate
Wage Category: Exempt
Location: Headquarters
Reports To: Senior Vice President

Overview: The Director, Customer Service will direct and oversee the organization's customer service operations.

Supervisory Responsibilities:

• Recruits, interviews, hires and trains departmental staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Duties include but are not limited to:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the department’s budget.
• Strategically lead and develop the customer service team to enhance performance by setting clear accountable performance measures.
• Create a culture and processes which achieve the business goals and objectives concerning customer service.
• Improve Net Promoter Score (NPS) – Customer Satisfaction (CSAT), or other Customer Metrics/scorecards
• Enhance the First Call Resolution.
• Identify new tools and technologies to better serve the customer.
• Act as the voice of the customer across the organization.
• Identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issue

• Work effectively with all peers including Finance, Marketing, and Operations to negotiate and influence customer improvements.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.
• Set up new customer accounts and keep accounts up to date.
• Record details of inquiries, comments, and complaints.
• Maintain customer databases.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Qualifications
Qualifications:

• Bachelor’s degree required, or at least five years of related experience required, with prior management experience highly preferred.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. All applicants will also be required to pass a pre-employment drug screen, background check, and social security screening.

Louisiana Association for the Blind (L.A.B.) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or genetics, or any other classification protected by federal, state, or local law.

Apply via our website: https://lablind.com/employment.php

Job Type: Full-time

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