Head of Customer ServiceLegacyBox • Chattanooga, TN, US
Head of Customer Service
LegacyBox • Chattanooga, TN, US
job_description.job_card.30_days_ago
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionMeasure and report performance, assess against goals Consistently hit department goals including but not limited to : hold time, first reply time, customer effort score, CSAT, inbound / solved, BBBs, negative customer reviews, cost per ticket solved Prioritize the right tasks to impact goals Develop, manage, and lead our Customer Service department Onboard, train, and coach to ensure the team is hitting quality and efficiency goals Ensure the team has the tools to do their best work Macros / scripts / talking points Clear, simple, repeatable processes (SOPs) Appropriate context from other departments Set the tone for the team; professionalism, metrics, reliability, morale Manage customer service vendor relationships Improve customer and employee experiences Relay opportunities to stakeholders in an accurate, timely manner Proactively strategize ways to improve service and streamline our process to create exceptional experiences Reduce inbound by helping root-solve issues, engineering processes, crafting macros, and implementing automation (AI) tools Optimize help center, chat prompts, macros, training materials, and other customer touchpoints Proven ability to effectively answer customer calls, emails and chats Acts as escalation point for upset customers Stay up to date on Customer Service trends and best practices Bachelor’s degree required 5+ years of experience leading a Customer Service team Strategic thinker, able to solve problems quickly and efficiently Professional, positive, sincere, adaptable, and a quick study Natural leader with the proven ability to lead a team to achieve a shared goal Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily Able to prioritize multiple tasks without letting a single detail slip through the cracks Understanding of key performance metrics for employees and department Proficient in Gorgias, Talkdesk, Shopify Experience implementing CS automation (AI) tools Full-time Pay is competitive and based on experience Medical, dental, vision, HSA, and short-term disability plans available - 30 day waiting period Free 24 / 7 medical care via TextCare - no waiting period 401k eligibility with employer match - 6 month waiting period (must be at least 21 years of age) Paid time off, accrued bi-weekly Legacybox is an Equal Opportunity Employer who complies with all Federal, State and Local laws prohibiting discrimination in employment.'
Job Description
Job Description
The Role
We’re on the lookout for a results-oriented, strategic problem solver to lead our Customer Service Team. In addition to being responsible for our team of 20-ish agents, you’ll continuously improve our customer’s experience by engineering responses and systems that root-solve recurring issues. The ideal candidate is equal parts personable and process oriented. You’re extremely organized, a quick study, skilled at crafting elegantly simple solutions, and derive energy helping people.
At Legacybox, we’re committed to building a world-class team that delivers exceptional customer experiences through thoughtful analytics, user-centered design, and a test-and-iterate culture. Legacybox is a fast-paced, dynamic work environment that is constantly evolving and changing, and we’re looking to add a team member that is ready for the challenge. Sound like your dream gig? Read on!
What You’ll Do
- Drive performance of Customer Service department
Set department goals and objectives, including forecasting
Ensure team is appropriately staffed and scheduled to meet SLAs
Up to date training materials
Correctly identify trends (painpoints and opportunities)
Who You Are
Extra Credit
Benefits
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Head Of Customer Service • Chattanooga, TN, US
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