Director of Customer Care - Peachtree Corners, United States - FFAM 360 Staffing

Description

Job description

Director of Customer Care - Early Out Collections

The Director of Customer Service will direct and oversee the organization's customer service operations.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains departmental supervisory staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Develop and implement strategies to control delinquency buckets to meet key metrics.

• Drafts, implements and executes policies and procedures to facilitate a quality customer service experience.

• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the department's budget.
• Performs other related duties as assigned.

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.

Education and Experience:

• Bachelor's degree required.
• At least five years of related experience required, with prior management experience highly preferred.

Job Type: Full-time

Salary: $75, $90,000.00 per year

Benefits:

• 401(k) matching
• Dental Insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Ability to commute/relocate:

• Peachtree Corners, GA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 2 years (Preferred)
• Customer service: 5 years (Preferred)

Work Location: In person