Director of Customer Service
Job description
Summary of Responsibilities
Develop and own West Bend’s customer experience strategy and processes to enable accelerated growth. Own KPIs and SLAs to drive customer satisfaction. Build the customer experience vision, standards, and roadmap, in partnership with key cross-functional stakeholders, ensuring solving for customer needs are at the forefront. Drive customer surveys and analyze data to identify usage trends. Drive improvements and customer enhancements that improve the customer journey. Identify and implement solutions that improve ROI. Provide feedback to direct and senior management as the voice of the customer to increase satisfaction, sentiment, and retention. Deliver regular qualitative and quantitative reporting to drive insights on improvements, ensure compliance and enhance the customer experience. Lead, coach, and invest in the personal development of our Customer Experience team and champion our culture.
Preferred Experience and Skills
10+ years customer service or similar field of experience
Written and verbal communication skills
Excellent numerical and analytical skills
Ability to think strategically and develop new techniques or approaches as dictated by the business
Experience of hiring and developing teams
Sense of urgency and ability to work in a fast-paced environment
Analytical and structured problem solver
A customer-centric leader capable of balancing multiple priorities
Prior experience with Google Analytics and other customer experience technology
Preferred Education and Training
Bachelor’s degree in marketing, business, insurance or related field
Insurance designation (CPCU, CIC or similar)
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