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Company Name : Tiff’s Treats
Location : Austin, TX 78757
Position : Director of Customer Experience and Support (Call Center) (4431)
Job Description : The Director of Customer Experience and Support oversees our Cookie Command Center and is responsible for all strategic planning, processes, policies, systems and training programs related to our Customer Care and Support team. The department supports all phone-generated ordering, customer questions and concerns, experience recovering, social media and sales/marketing support for all of our locations. The team promotes a customer-centric experience that reflects the Tiff’s Treats brand. Additionally, this role collaborates with other cross-functional teams to set the standard for the brand’s customer experience. While the expectations below outline the general focus of the role, the Direct of Customer Experience will also remain flexible and assist with additional tasks as needed for the success of the department.
Supervisory Responsibilities
Lead the development and expansion of the Cookie Command Center
Define and execute against a customer experience vision focused on increasing positive customer engagement, satisfaction and retention
Design systems and tools to monitor and improve daily operations
Establish service levels and requirements for the department
Recruit, interview, hire, and train departmental supervisory staff
Oversee the daily workflow of the department
Provide constructive and timely performance evaluations
Work with department managers to identify and set core metrics/targets and develop processes to ensure that quality standards are met
Identify and recommend or acquire updates and expansion to technology, equipment, and policies that may improve customer service and retention
Draft and implement the department’s budget
Duties/Responsibilities
Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
Develop and implement methods to record, assess, and analyze customer feedback
Work with team to develop and implement training and quality assurance programs for new hires and experienced employees
Act as a liaison between the customer care department and other divisions in the company
Handle discipline and termination of employees in accordance with company policy
Manage labor budget and review Cookie Command Center scheduling
Oversee the creation of standard operating procedures for areas that require direct customer interaction and resolution
Utilize call center reporting, trending, and on-going analysis in supporting the contact center goals and benchmark expectations
Work with the Customer Care Manager to monitor staffing needs of the department
Provide direction and mentorship to managers within the department through ongoing feedback and evaluations
Lead department meetings and present operational metrics to senior management team
Serve as the voice of the consumer and advocate for change that improves the customer service experience
Remain as a point of contact for sensitive or escalated customer interactions/concerns
Work with Human Resources to ensure team compliance with all policies and programs
Required Skills/Abilities:
Excellent verbal and written communication skills
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 such as Google Suite
Education and Experience:
Bachelors degree required
At least five years of related experience required, with prior management experience highly preferred
This post is listed Under Texas jobs
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