Director of Customer Service

JOB DESCRIPTION JOB TITLE: Director of Customer Service STATUS: Exempt DEPARTMENT: Sales & Marketing REPORTS TO: Vice President of Customer Experience FULL/PART-TIME: Full-Time PAY-RANGE: $85,000/yr.
– $100,000/yr.
OUR CULTURE: At Northland, we don’t believe in ceilings.
We encourage personal and professional development by maintaining a challenging yet rewarding work environment.
We believe we you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.
THE MISSION: To ensure all customers, new and existing, have a smooth customer experience.
ROLES/RESPONSIBILITIES: Process pre and post sales orders Customer Retention and incremental revenue Customer Experience Strategy JOB DUTIES: Manages the Day-to-Day of Customer Support & Customer Experience Functions Develops a customer support strategy that tracks, analyzes, controls, and improves the customer experience and interactions across multiple touchpoints.
Establishes customer service-related programs and operations for Northland, including developing and implementing policies and procedures that are scalable, streamlined, and effective in meeting the evolving needs of a dynamic organization.
Manage coordination and administrative aspects of order entry/fulfillment, credit/re-bills, case creation, sales agreement, contractual obligations, and backlog accurately and in a timely manner.
Ensures proactive & effective communications with customers which includes making the customer aware they are important and keeping the customer updated in a timely manner.
Supports the customer base through proactive management, prompt follow-up, and through giving technology advice and guidance.
Maintains and documents a pipeline of opportunities for sale of products and services within the existing customer base to ensure retention goals are met.
Oversees delivery of scheduled business reviews to help keep customers informed of all services as well as what we have done for the customer.
This also provides a forum to share new products that Northland will be offering.
Attends business review calls with the team to ensure consistency of delivered message across all customers.
Ensures that when upsell opportunities are presented to the Customer Experience team, there is collaboration with the Account Executives to handle the quote to order.
Understands Northlands’ services and the processes required for successful sales and delivery to the end user.
Engages in external and social networking to build relationships within customer base.
Identify any required training that currently prevents the team from meeting their goals.
Monitor the trouble tickets system through CCare.
Ensures administrative support to Sales and all managers in done a timely manner.
Project Manages special projects as needed.
LEADERSHIP FRAMEWORK RESPONSIBILITIES: The Director of Customer Service is responsible for understanding their strengths and weaknesses and striving towards continuous self-improvement in relation to the behaviors associated with the following Leadership Framework areas: Team Builder Communicates Effectively Makes an Impact Leadership Presence Knowledgeable MINIMUM JOB QUALIFICATIONS: Bachelor’s degree preferred with a concentration in Business Administration, Accounting and/or Telecommunications, or equivalent years of experience in Customer Support/ Customer Experience Prior supervisory experience (3+ years) Must be organized and have attention to detail Excellent communications skills Possesses a customer first mindset and strive to proactively deliver an exceptional customer experience that generates brand loyalty.
PREFERRED JOB QUALIFICATIONS: Prior telecommunications or accounting experience (3 years) SCORECARD METRICS (IF KNOWN): Control Churn Business reviews completed by each customer Experience Manger High level of customer satisfaction (NPS) Opportunities opened per month on existing business.
EQUIPMENT AND MACHINES USED: Ability to use voicemail, telephone, calculator, computer, printer and photocopier Ability to use the following software: Microsoft Office programs, CRM package and associated programs (V2 reporting, Table Maintenance), multiple internet browsers.
EMPLOYER'S DISCLAIMER: All offers of employment are contingent on successful results from a background check.
If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only duties to be performed by the employee holding this position.
Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
We are an equal opportunity employer.
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.