Truth For Life Customer Service Manager

Published On October 2, 2018 » 44 Views»

CUSTOMER SERVICE MANAGER – 92018

Truth For Life is seeking an individual to manage the Customer Service Team, delivering an excellent customer experience from the point of inquiry/gift/purchase through to product/communication delivery. This position is responsible for for the quality and accuracy of service, customer satisfaction, team strategy, goals and metrics, performance monitoring, and oversight of systems.

Outcomes

  • Design an actionable plan to optimize customer care
  • Fully integrated contact center solution implemented
  • Customer Care team professional development plan
  • Contact Center and Shipping and Fulfillment combined into a single culture of Customer Care
  • Establish Customer Care culture including philosophy, vision statement, etc
  • Oversee accurate and efficient data management/entry
  • Complete understanding of donor database software functions

Competencies
·         Strategic Skills: Able to think and plan logically and creatively to accomplish team vision and goals
·         Organization/planning: Able to establish, communicate, and execute new initiatives and strategic plans
·         Goal Setting: Establishes specific, measurable, achievable, realistic, and time-targeted goals
·         Vision: Sees potential inherent in the opportunity of service and can establish a long-term goal/vision statement to see that potential reached
·         Creativity: Thinks outside-the-box to provide an exceptional, sincere, and memorable customer experience
·         Leading edge: Has an interest in developing technology and readily and strategically uses new opportunities to serve customers
·         Resourcefulness: Adopts new and creative approaches to overcome difficulties
·         Excellence: Desire to surpass ordinary standards of service, communication, and process
·         Independence: Takes full responsibility for team success and doesn’t rely on direction from others
·         Customer Focus: Orients all decisions toward customer needs, experience, and overall satisfaction
·         Coaching: Identifies areas for improvement and comfortably works with team and individuals to strengthen performance
·         Empowerment: Understands value of ongoing training, quality tools, and appropriate delegation of authority
·         Accountability: Willingly held (and holds others) accountable to service quality, accuracy, and progress toward goals
·         Team Building: Inspires positive team culture in which individuals rally behind common goals and genuinely appreciate working with one another
·         Ambition: Strong desire and determination to achieve exceptional service
·         Judgment/Decision Making: Considers objective assessment and subjective experience/feedback in decision making

Ownership
Data/Transaction Quality

Communication Quality

Customer Satisfaction

Strategy

Systems Management

Goal Setting, KPIs, Performance Monitoring

Daily operations of Shipping & Fulfillment and Contact Center

Fully integrated contact center initiative

Email

Web portal

Twitter

Facebook

Feedback enabled mobile apps

Voice (VoIP) with call routing

Online Chat

Video Chat

Team Knowledgebase

To apply: https://www.truthforlife.org/about/our-team/jointheteam/#customerservice

To apply for this job please visit www.truthforlife.org.

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