Jobs and Careers

Director of Customer Service

United Statesfull_timeVerifiedPosted 19 Dec 2023

About the role

Resource Innovations is seeking a Client Services Customer Service Director to join our growing team in Needham, MA. As the Client Services Customer Service Director with Resource Innovations, you will lead the Customer Service practice in our Client Services Group which includes creating vision and strategies supporting optimal inbound, outbound, email, online chat, and SMS/texting delivery channels. The Client Services Customer Service Director will play a highly visible and key role in ensuring that we will continue to meet and exceed our client expectations.

Resource Innovations is a women-led organization offering software-enabled clean energy solutions for utilities as well as commercial, industrial, and residential energy customers. Our experts design and implement a suite of leading-edge services to support the rapidly changing industry through the clean energy transition. We leverage diversity across our team to accelerate energy innovation and make clean and sustainable energy more available, accessible, and affordable.

Duties and Responsibilities

Establishes overall vision for customer service within Client Services, inclusive of KPIs, measurements, and SWOT analysis
Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets.
Ensures all inbound customer service queues meet 95% service level expectations.
Ensures all online chat queues meet 95% service level expectations.
Ensures all email customer service inquiries are responded to within 1 business day.
Manages strategies related to call center software, call tracking technologies.
Manages strategies related to IVR implementation, schedule adherence management.
Coordinates overall customer service metrics to be met while assisting department in achievement of processing/fulfillment KPIs.
Identifies and implements process improvements.
Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs.
Serves as the client facing point of contact for major customer service performance remediations, including strategy and resolution of remediation steps.
Ensures technologies enhance and improve overall service offerings
Implements new technologies (i.e. chatbot, SMS/texting, sentiment analysis, speech analytics, gamification) to enhance overall customer experience.
Creates and manages internal/external call monitoring process.
Partners with Processing, Fulfillment, Account Management, Reporting, Recruiting, Training and Continuous Improvement teams.
Supports and develops Project Analysts through leadership training, performance management, professional development.
Assists with business development initiatives, including but not limited to, proposal content review, best and final preparation and presentation.
Responsible for Client Services delivery direct costs, overhead spend, recognition budgets, labor expenses.
Other duties as assigned

Requirements

5+ years supervisory experience (can include management of direct reports, team goals, group delivery)
10+ years traditional call center management
5+ years Workforce Management experience
3+ years online chat management
Proven experience implementing/planning technology solutions to achieve efficiency within an organization
5+ years direct interface with clients (can be in a business development or account management setting)
Proven experience in creating and establishing vision, strategy, key performance indicators, and measurements of success.

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations