Director of Customer Support

DealerOn, Inc.
Rockville, MD
Jun 18, 2019
Jun 21, 2019
Full Time
Job Description: We are looking for an energetic Director of Customer Support who will continue the forward motion of our award-winning Customer Service team. The Director of Customer Support is responsible for designing employee development path to ensure the success of each employee. The Director of Customer Support is responsible for the longevity of our clients and ensuring continual improvement to our clients' satisfaction. This is a management level position located in our Headquarters office (Rockville, MD). Essential Functions: Build, define, manage and report departmental performance metrics (KPI) for continuous improvement Coach and support the managers by holding them accountable to their assigned projects Oversee and evaluate teams on-going training efforts Inform the team of all new information related to products, procedures, customer needs and company related issues Serve as the escalation point for complex customer issues Perform weekly ticket reviews to ensure the team follows department standards and provides superior customer service Monitor all Service Level Agreement (SLAs) reports to ensure goals are being met, while resolving quality control issues Handle interviewing and hiring new employees within the department Facilitate company initiatives surrounding the support department while working cross functionally with other organizations Propose department needs, and set strategic goals with upper management Deliver performance evaluations and follow the progressive discipline process in accordance with company policy Revise and/or formulate policies and promote their implementation Guide, prioritize and delegate departmental projects via a Roadmap Oversee customer support processes and organize them to enhance customer satisfaction. Evaluate the efficiency of business procedures according to organizational objectives and apply improvements Assists managers with customer escalations Works closely with internal business stakeholders to strengthen the client relationship and ensure a coordinated communication flow Required Skills/Experience: Bachelor's Degree or equivalent in a related field Excellent organizational and leadership abilities Expertise in a dynamic environment Professional experience in Microsoft Office Working knowledge of data analysis and performance/operation metrics 10+ years of management experience in a customer support environment Flexibility after hours in case of emergency or last minute situations effect our clients. Previous experience in a Contact or Call Center environment Preferred Skills/Experience: Bachelor's Degree in computer science, marketing, project management, business administration Knowledge of the automotive industry Working knowledge of HTML, CSS, and Bootstrap or other relevant technologies Experience with JIRA/Salesforce or similar ticketing systems

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