- Provide strategic direction for the CS department
- Translate strategic and operating plans into meaningful direction of projects, goals, priorities and activities
- Design programs for CS to support revenue growth through companion sales and upselling
- Create new ways to enrich the buying experience
- Institute a formal process for analyzing and acting on customer feedback
- Foster direct and meaningful relationships with customers, acting as a mediator between the customer and the organization
- Develop and implement policies and procedures for customer issues to ensure the highest level of customer service is provided at all times.
- Identify customer issues and define and manage service standards
- Maintain in-depth working knowledge of the companys brands, systems and processes
- Educate, instill, and motivate a broad desire across the organization to focus on the customer, with the objective of consistently improving customer experience metrics
- Monthly, quarterly and year end reporting to the executive team regarding benchmarks, metrics, and implementing best practices
- Lead, guide and manage Customer Service Manager(s), Supervisor(s), Trainer(s) and Customer Service Representatives
- Lead, manage, develop and mentor the CS team to advocate for continual improvement with the customer experience
- Cultivate and maintain effective internal and external business relationships
- degree in business, communications, marketing or a related field from an accredited college or university
- of ten years progressive experience leading the CS experience with a minimum of 5 years in a strategic leadership role
- Any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities will be accepted
- 5+ years of experience designing and maintaining customer service metrics and driving accountability through data and metrics
- Strong interpersonal skills to communicate and work cross-functionally with a diverse set of customers, sales representatives and all levels of the organization
- Proven track record of creating/meeting benchmarks, formulating metrics, and implementing best practices
- Effective written/verbal communication skills; confident communication/presentation skills
- Strong analytical ability and problem-solving skills.
- Advanced ERP system skills
- Strong financial and business acumen along with the ability to drive results
-
Customer Service
1 week ago
Fresh Cleaning LLC Skokie, United StatesWe are seeking a friendly and customer-focused individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be responsible for providing exceptional service to our customers and assisting them with their inquiries and needs. Thi ...
-
Customer Service Administrator
3 days ago
Wells Lamont LLC Skokie, United StatesWells Lamont LLC · Come join a team where People make the difference As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting ...
-
Customer Service Manager
4 days ago
Home Care Powered by AUAF Lincolnwood, United States**About Our Company** · Home Care Powered by AUAF is a fast-growing, non-profit organization providing non-medical, in-home services for over 25 years. Our mission is to provide quality, in-home service that will allow seniors to live comfortably and independently in the familiar ...
-
Customer service technician
1 week ago
Quantum Innovations Niles, United StatesCustomer Service Technician (m/f) in the field of heating/ventilation/air conditioning with electrical knowledge · To strengthen our customer service department, we are currently looking for a customer service technician in the field of heating/ventilation/air conditioning/switch ...
-
Insurance Customer Service Representative
1 week ago
State Farm - Jeff Curry Insurance Agcy Inc Niles, United States**Insurance Customer Service Representative - State Farm (Niles, IL)** · Our successful **State Farm Agency** is looking for you to help us grow · We are seeking a professional, detail-oriented 'can-do' individual to join our Team. Reliability and Integrity are a MUST · Want to k ...
-
Customer Service Representative
23 hours ago
North American Glenview, United States**Position Overview** · The **Customer Service Representative** provides internal support to Sales Representatives and assists in developing and maintaining a professional business relationship with all North American customers. · **Responsibilities Include**: · - Provide interna ...
-
Customer Service Representative
6 days ago
Josh Brown - State Farm Agent Glenview, United StatesAre you a customer-focused professional with a passion for providing exceptional service? State Farm is delighted to present an outstanding career opportunity as a Customer Service Representative (CSR) with Josh Brown's team. We believe that Josh Brown's team is the perfect fit f ...
-
Employee in customer service
2 weeks ago
Phoenix Industries Reserve, WI, United States FreelanceWe - the Grüne Smoothies GmbH - love green smoothies and freshly pressed juices. On our website, we first wrote about this wonderful drink in the German-speaking region in 2008. With great passion, we share our own experiences, develop recipes, and offer online courses. Since 201 ...
-
Edwards Label Skokie, United States**Company Description** Company Description** · Edwards Label is a rapidly growing innovative packaging printer, specializing in pressure sensitive labels and flexible packaging for retail, commercial, and industrial markets. We are known by our clients for our quick turnaround t ...
-
Sales, Customer Service, Telemarketing Agent
1 week ago
Chicago Dream Net. Chicago, United StatesSi tienes experiência en el área comercial, atención al cliente o ventas, te estamos buscando Es parte de nuestro equipo · Ventas y Telemarketing · INC. CHICAGO DREAM Net. Buscamos personal mayor de 18 años para nuestro departamento comercial. · **OFRECEMOS**: · Comisiones $ y $ ...
-
Onyx Procurement Solutions Morton Grove, United States**Onyx Procurement Solutions**, is your premier consultant in all areas of healthcare spending. We are a professional services firm that specializes in providing outsourced procurement solutions for our clients in the healthcare industry. Most Skilled Nursing and Long Term Care f ...
-
Customer Service Associate
5 days ago
Wise Guys Vapes Des Plaines, United StatesMain Responsibilities include: · - Welcomes customers by greeting them and offering them assistance · - Directs customers by escorting them to racks and counters and suggesting items · - Advises customers by providing information on products · - Processes payments by totaling pur ...
-
Customer Service Representative
1 week ago
Ione Inc. Northbrook, United StatesOverview: · We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be responsible for providing exceptional service to our customers and ensuring their satisfaction. ...
-
Customer Service
1 day ago
US Storage Centers Maywood, United States**Why choose us?** · - Be a part of a diverse and Inclusive team that values **YOU **as a person · - Previous retail, restaurant, fast food, hospitality, customer service/sales or self-storage experience is a plus. · - Outstanding Benefits Package includes multiple bonus programs ...
-
Customer Service
1 week ago
UNITED CARPET OF ILLINOIS Elk Grove Village, United StatesJob Responsibilities · - Respond to customer concerns and provide excellent customer service before, during, and after installation as necessary · - Perform other functions as necessary or as assigned · - Process efficiently and accurately installation orders, change orders, sche ...
-
Customer Service
4 days ago
Truong Enterprises Inc. Chicago, United States**Company**: Truong Enterprises · **Role**: Customer Service · **Type**: direct hire, full-time · **Location**: Chicago, IL (100% onsite) · **Salary**: $18.00/hr. · **Shift hours**: 5:00am-1:30pm -Monday-Friday · **Unable to sponsor visas now or in the future. · As a data entry/c ...
-
Customer Service
2 days ago
STATE FARM INS. AGENCY Chicago, United States**We offer you...** · - Base comp · - Bonus based on performance · - Paid time off · - Profit Sharing Plan · - Health prem allowance · - M-F 9-5 (no evenings/weekends) · - Training and professional development · - Professional office work environment · - Growth potential/opportun ...
-
Customer Service
1 week ago
STATE FARM INS. AGENCY Chicago, United States**We offer you...** · - Base comp and bonus based on performance · - Paid time off · - Profit Sharing Plan · - Health prem allowance · - M-F 9-5 (no evenings/weekends) · - Training and professional development · - Professional office work environment · - Growth potential/opportun ...
-
Customer Service
1 week ago
The Partner Group Chicago, United StatesCustomer Service · Food manufacturing company north of Oak Lawn is looking for a dependable person with good computer and communication skills to be our new Customer Service person. · This position has direct communication with your assigned clients and also helps to guide the pr ...
-
Customer Service
3 days ago
Finkelstein Metals USA INC Elk Grove Village, United States**Benefits**: · - 401(k) · - 401(k) matching · - Bonus based on performance · - Company parties · - Competitive salary · - Opportunity for advancement · - Paid time off · - Training & development · **Position Summary** · **Experience**: · - manufacturer of continuous cast and ext ...
Director of Customer Service - Skokie, United States - Visual Comfort
Description
At Visual Comfort & Co. our mission is to bring Visual Comfort to every space and setting by harnessing the transformative power of light and design. Visual Comfort & Co. is the premier resource for decorative lighting, architectural lighting, and ceiling fans from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles, and price points, remaining committed to beautiful design and, above all, a world-class customer experience. Established in 1987, Visual Comfort & Co. is headquartered in Houston, TX with offices and showrooms throughout the country supporting both our Direct and B2B customers.
Summary
The Director of Customer Service is responsible for the development and implementation of strategic customer service initiatives as well as coaching and development of the CS team. The Director of Customer Service is responsible for the overall customer relationship experience, creating a customer-centric culture complete with accountability and ownership at all levels in CS
Essential Functions and Responsibilities
Qualifications
Work Environment and Physical Demands
The Director of Customer Service role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision, depth perception and color
While performing the duties of this job, the employee is not exposed to weather conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Position Type/ Work Schedule
This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am CST to 5:00pm CST. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.
Traveling as required by the business.
There are supervisory responsibilities associated with this role.
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, and efforts of working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job when circumstances change, e.g., emergencies, rush jobs, changes in personnel, workload, technological development, etc.