- implements, and executes policies and procedures to facilitate a quality customer service experience.
- performance metrics for customer service representatives.
- service levels and requirements for the department.
- and implements methods to record, assess, and analyze customer feedback.
- and implements training and quality assurance programs for new hires and experienced employees.
- and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
- as a liaison between the customer service department and other divisions in the company.
- and implements the department's budget.
- other related duties as assigned.
- above listing represents the general duties considered essential functions of the job and is not to be considered a detailed description of all the work requirements that may be inherent in the position.
- ever working remote or hybrid model (from home, or offsite location), must be able to travel to LWS office when requested if any company needs arise.
- communication skills.
- along with others.
- to lift up to 40 pounds and 41+ pounds as a two-person lift.
- Excellent track record of leadership
- Superior project management skills
- Resourceful and analytical with exceptional communication skills (both verbal and written)
- Excellent attention to detail and accuracy
- Understanding of all facets of business
- Outstanding public speaking and interpersonal skills
- Knowledge of IT/business infrastructure
- Understanding of analytics and performance metrics
- Excellent interpersonal and customer service skills
- High level of proficiency with personal computers. Experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Windows, Microsoft Access, and Internet usage
- Excellent organizational skills and attention to detail
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports and business correspondence. Ability to clearly communicate both verbally and in written form with customers, vendors and co-workers. Ability to proofread and review documents for technical accuracy and conceptual clarity.
- Directly supervises top management personnel.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Bachelor's degree required.
- At least five years of related experience required, with prior management experience highly preferred.
- travel to other US and International locations and/or customer locations.
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Vice President of Service - White City, United States - LWS (Lighthouse Worldwide Solutions)
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Description
Do you want the stability of working for a long standing and growing essential business, located in the beautiful Rogue Valley? Lighthouse Worldwide Solutions are seeking a dynamic Vice President of Service to add to our team
Must have work and relevant experience and an excellent track record of leadership, an outstanding work ethic, be self-motivated and have a "can do/get it done" teamwork and positive attitude.
Must have an outstanding work ethic, be self-motivated and have a "can do, get it done" teamwork/positive attitude Competitive wages and benefits Great team Great culture and benefits Employer Matched 401 k Sick and Vacation Health benefits (Vision, dental, medical, disability, life insurance, educational assistance, career pathways, tuition reimbursement, apprenticeships, wellness programs and much more)
About the Company: Founded in 1982, Lighthouse Worldwide Solutions is the world's leading supplier of real time contamination monitoring systems and airborne particle counters. Lighthouse offers the most complete line of contamination monitoring solutions available that include Airborne Particle Counters, Microbial Samplers and Liquid Particle Counters, as well as Temperature / Humidity sensors. Recently added production of air purification products, manufacturing of personal protective equipment. These solutions are now found in semiconductor, pharmaceutical, data storage, biotechnology, aerospace and defense industry plants worldwide.
Position Summary: The VP of Service is responsible for handling customer service and support. Your responsibility is to manage and oversee the day-to-day operation of a company's customers service experience, while working with other senior leadership to identify short and long-term goals. You are also expected to improve satisfaction, respond to issues, and cultivate relationships for an effective workflow. The VP of Service manages the company's Service process as well as managing and overseeing a small group of subordinate managers, including strategic planning, ensuring the company meets goals and managing profit and loss.
A successful VP of Service is in alignment with the Company's goals and "larger picture" and implements initiatives that help achieve long-term goals.
Essential duties and responsibilities:
Required Skills/Abilities:
Supervisory Responsibilities:
Education and Experience:
Travel:
CANDIDATES SUBJECT TO PRE-EMPLOYMENT BACKGROUND SCREENING
EEO Statement: We are an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, age, color, sex, religion, national origin, marital status, ancestry, citizenship, veteran status, sexual orientation or preference, gender identity, disability status, or any other legally protected status.
