• Director of Customer Success

  • Posted: 11/06/2020

    PRIMARY DUTIES

    • Exceeds customer expectations in all interactions

    • Passionate about the team - enjoys empowering his/her team and working with them daily.

    • Superior communication skills via email/phone 

    • Maintain the corporate mission of providing the highest quality of customer service, while setting and upholding high standards for our customer service department.

    • Ability to orchestrate and effectively delegate multiple tasks to team members in a fast-paced environment.

    • Lead and facilitate a team of great communicators. The Director of Customer Success will support the Customer Success Managers in delivering strong and effective communication to customers, as well as to internal departments.

    • Train, lead and nurture existing customer service team members, as well as recruit and hire additional “A” team members to meet and exceed customer demand. 

    • Maintain clear, accurate, consistent communication with our CEO and management team on the status of your department operations and personnel.

    • Answer and support all customer questions and product inquiries, and satisfy all customer complaints. Ability to assist customers with creating custom sign solutions.

    • Develop a system that allows us to use customer compliments, suggestions, and complaints to continually drive improvements to our service.

    • Develop and maintain in-depth knowledge of our products and services.

    • Update job knowledge and career goals by participating in educational opportunities, reading professional publications, and maintaining professional networks.

    • Spearhead the customer “Thank You” handwritten letters movement, expressing our sincere gratitude to customers

    • Other duties as assigned by the CEO 

     

    GENERAL QUALIFICATIONS

    • At least three years of experience managing customer service operations, employees and processes is required.

    • Candidates must enjoy managing and leading others.

    • Previous work experience in the sign industry is preferred.

    • Must have excellent adaptability and resourcefulness.

    • Must demonstrate the following key attributes in all interactions: positive attitude, accountability, respect, integrity and trust 

    • Must have superior attention to details AND accuracy.

    • Must be task-oriented and willing to learn new processes

    • Must possess strong interpersonal and communication skills (written and verbal) that contribute positively to both our customers and company culture.

    • Must be able to work effectively with other departments within the company to understand their requirements and factor this information into serving our customers.

    • Must be able to communicate openly with team members and upper management about ideas, problems, needs, etc.

    • Must have an unmatched attention to detail and accuracy

    • Must possess a strong knowledge in technology, including computers, internet, phones, etc.

    • Make the company a better place because of your positive presence and your abilities

    • Must be willing to HAVE FUN and go the extra mile to facilitate the best customer service experience possible 

     

    Qualified candidates must demonstrate their possession and practice of the following competencies:

    • Communication

    • Enthusiasm

    • Flexibility/adaptability

    • Problem solving

    • Attention to detail

    • Efficiency

    • Honesty/Integrity

    • Openness to criticism and ideas

    • Organization and Planning

    • Aggressiveness

    • Follow-through on commitments

    • Analytical skills

    • Persistence

    • Ability to Hire A players

    • Ability to develop people

    • Calm under pressure

    • ?Creativity/Innovation
     
    APPLICATION INSTRUCTIONS
    • Please email your cover letter, resume, and list of three professional references to: careers@officesigncompany.com

  • Are you a member?

    If you work for a business that has invested in a Chamber membership, YOU are also a member and can register with special pricing for Chamber events! Not sure if your employer is a member? Search your company name in our Business Directory to find out! Here are your member login instructions.



  • POC



  • YPN