Job Description

GENERAL SUMMARY:

As the Director, you will play a pivotal role in shaping and executing our customer service strategy. You will lead a team of membership support service professionals and a team of customer service retail associates. The Director is responsible for ensuring that our members and customers have a world-class experience. You will oversee all aspects of member service operations, drive improvements, and maintain a high level of member and customer satisfaction.

ESSENTIAL FUNCTIONS:

1. Leadership and Team Management:

• Recruit, train, develop, manage & retain staff to ensure great customer service.
• Provide ongoing coaching, mentoring, and performance feedback to the staff.
• Foster a positive and member-focused work environment.

2. Strategy and Planning:

• Develop and implement a service strategy that aligns with the company's goals.
• Implement and develop a capacity planning strategy and aligns with the needs of the division.
• Set and monitor key performance indicators (KPIs) to assess the division's performance.
• Monitor and report on key customer experience metrics (e.g., NPS, CSAT, CES).
• Stay updated on industry trends and best practices in customer service.

3. Member Experience:

• Ensure a consistent and exceptional experience across all member and customer touchpoints.
• Address and resolve escalated issues, demonstrating strong conflict resolution skills.
• Implement and maintain feedback and satisfaction programs.

4. Process Improvement:

• Identify and implement process improvements to enhance efficiency and effectiveness.
• Work closely with other divisions to streamline processes and improve member service delivery.

5. Training and Development:

• Develop and deliver training programs for member service staff to enhance their skills and products and services knowledge.
• Encourage continuous learning and professional growth among the team.

6. Budget Management:

• Manage the member service division budget effectively, optimizing resource allocation.
• Control costs while ensuring quality member service delivery.

REPORTING RELATIONSHIP (reports directly to): Senior Director of Operations

MINIMUM SKILLS REQUIRED FOR ESSENTIAL FUNCTIONS

Education/Technical Knowledge:

• College education – four year degree to provide basic familiarity with a variety of subjects.

Additional Skills Needed:

• A member-oriented mindset and a passion for delivering exceptional service
• Strong understanding of customer service principles, practices, and technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using customer service software and tools.
• Data-driven and capable of analyzing and interpreting performance metrics.
• Proven experience in a leadership role within a customer service department.

Experience:

At least 5 to years of 8 years of related experience, with prior management experience highly preferred.

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