Customer Service Director

Quadra Information Services seeks qualified person to fill newly created Customer Service Manager position. 

Overview: CS Manager will be an integral part of our organization and will report directly to the company’s top management. Will be responsible for guiding and improving the company’s overall customer service effort to meet or exceed customer expectations.

• The CS manager will communicate directly with clients and will be responsible for monitoring and reporting on customer service and support activities.
• Handling new client set-up process (scheduling training, account set-up, client integration & QA of software output)
• Build client relationships through regular customer contact, client surveys, review of customer feedback/complaints/issue resolution
• Act as second level contact for high level clients to resolve issues and improve client retention
• Track activities of the different departments; responsible for weekly reporting to management
• Implementation of new ideas and directives as needed to improve our client’s customer service experience. 
• Oversee activities for product demonstrations & training
• Review activities in our call center and other departments to ensure we are providing the best possible client experience.
• Take ownership in assisting top management to steer the overall customer service effort, help to resolve client problems and concerns

•  Must be creative thinker and a problem solver; well developed interpersonal skills a must

• Must be an effective communicator  - exceptional written and verbal skills required

• College degree required; prior customer service, technical or help desk experience for a software, internet or information services company highly recommended

• Goal is to improve our overall client support services and to provide exceptional customer service to our customers and potential customers. Improve client satisfaction and retention