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Id727z6985xrbg5pmkf

Director of Customer Service

Style Crest, Inc. Fremont, OH Full-Time
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Style Crest, Inc. has been a national supplier of an extensive product offering for manufactured and residential site built homes for nearly 50 years! As we continue to grow and expand our national presence, we have an excellent opportunity available for a Director of Customer Service who will lead our inside sales/customer service teams from our headquarters in Fremont, Ohio to ensure we consistently deliver a “best in class” customer experience. The scope includes all customer touch points throughout our Inside Sales, Installation Services, HVAC Technical Support Services and Warranty Services teams.

Our Director of Customer Service builds and maintains a customer service culture aligned with performance expectations and goals. Evaluates success through the achievement of key performance and service metrics, sales goals, customer retention & satisfaction. Focuses on continuous improvement, improved efficiency and streamlining processes to ensure a positive customer experience that drives high customer satisfaction, customer retention and additional revenue generation. Works with Sales Leadership to establish selling initiatives for the inside sales team for defined customers and/or product categories. Communicates trends in customer feedback related to products and services to appropriate sales and functional leaders. Develops a team of talented customer service and selling professionals to support future growth, flexibility and seasonality of our business.

KEY AREAS OF RESPONSIBILITY:

Inside Sales

  • Oversees the centralized Inside Sales Team to ensure we deliver a positive customer experience through the sales order process. Establishes performance and service metrics to evaluate the success of the team’s deliverables.
  • Recommends policies, processes and tools that would allow the team to enhance the customer service support provided to the customer while improving the efficiency and productivity of the team. Ensures the workflow and processes drive high customer satisfaction throughout all customer touch points.
  • Works with Sales Leadership to establish an inside sales initiative for defined customers and/or product categories sold through sales center. Executes this inside sales plan and ensures inside sales targets are met. Develop a team of talented selling specialists who can drive sales from the sales center without outside sales support. Works with Sales Center Manager to create metrics to measure progress and implements plans for improvement. Ensures inside sales plans are aligned with the outside sales initiatives so we operate in sync.
  • Leads training initiatives with the inside sales team on customer service techniques, selling skills, building positive customer relationships, suggestive selling, prospecting leads, workflow and process updates, system enhancements, product information and changes, and industry updates to ensure all team members have the knowledge and skills to be a successful. Builds a team that can drive customer retention and additional sales by providing a positive customer journey through the sales order cycle. Ensures the staffing model works for the seasonality of the business.
  • Serves as the highest escalation management contact for sensitive and complex customer issues. Works across departments to identify constraints and develop solutions to meet customer needs, capture opportunities, resolve conflicts, and achieve company objectives. Works with Sales Center Manager to oversee key corporate accounts.

Installation Services

  • Oversees the centralized Installation Services Team to ensure we deliver a positive customer through responsive and accurate coordinating, scheduling and invoicing of installed orders. Establishes performance and service metrics to evaluate the success of the team’s deliverables.
  • Recommends policies, processes and tools that would allow the team to enhance the customer service support provided to the customer while improving the efficiency and productivity of the team. Ensures the workflow and processes drive high customer satisfaction throughout all customer touch points.
  • Leads training initiatives with the installation services team on customer service techniques, workflow and processes, system enhancements, product information and changes and industry updates to ensure all team members have the knowledge and skills to be a successful. Builds a team that can drive customer retention and additional sales by providing a positive customer journey from order entry to job completion and invoicing. Ensures the staffing model works for the seasonality of the business.
  • Serves as the highest escalation management contact for sensitive and complex customer issues. Works across departments to identify constraints and develop solutions to meet customer needs, capture opportunities, resolve conflicts, and achieve company objectives.

HVAC Technical Support Services

  • Oversees HVAC Technical Support Services to ensure it provides knowledgeable and useful technical customer service. Identifies areas for improvement and develop implementation plans to improve the customer experience. Monitors and communicates trends related to field product issues, questions or concerns and shares this information with sales, product management and purchasing to proactively resolve any issues.
  • Recommends policies, processes and tools that would allow the team to enhance the technical support provided to the customer and/or homeowner while improving the efficiency and productivity of the team. Integrates the team’s efforts with our customer service expectations. Ensures the team’s technical knowledge remains up to date with new equipment changes and the staffing model works for the seasonality of the business.

Warranty Services

  • Oversees Warranty Services to ensure it provides timely and accurate warranty processing to ensure a positive customer service. Identifies areas for improvement and develop implementation plans to improve the customer experience. Monitors and communicates trends related to product warranty issues or concerns and shares this information with sales, product management and purchasing to proactively resolve any issues.
  • Recommends policies, processes and tools that would allow the team to enhance the warranty support provided while improving the efficiency and productivity of the team. Integrates the team’s efforts with our customer service expectations. Ensures the team’s warranty knowledge remains up to date with new equipment changes and the staffing model works for the seasonality of the business.

KNOWLEDGE, EXPERIENCE, SKILLS & ABILITIES:

  • 7 to 10 years of progressive management responsibilities leading an inbound and outbound sales center.
  • Successful sales management experience with responsibility to deliver sales growth from insides sales.
  • Bachelor’s degree in a business related field or equivalent work experience.
  • A strong customer service background in an environment focused on creating a positive customer experience.
  • Demonstrated success in achieving sales goals through the accountability of individual and team performance.
  • Experience in developing and implementing best practices that improve the customer experience.
  • Excellent leadership and interpersonal skills with the ability to motivate others to achieve challenging goals.
  • A good listener with sound judgment and decision making skills who can resolve problems and difficult situations.
  • Process and detail oriented with strong organizational, time management and analytical skills.
  • Ability to foster positive and productive work environment and build and train a successful sales team.
  • Strong verbal and written communication skills with internal and external contacts and in a group setting.
  • Ability to lead across departments to achieve a single objective and to resolve conflicts.
  • Solid understanding of call center technology, phone systems and tools used to produce a positive customer experience.
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
  • Works well under pressure and can manage multiple projects at the same time in a fast pace environment.
  • Live in a commutable distance of Fremont, Ohio.

Candidates who are interested in our Director of Customer Service opportunity can apply online to submit their resume. Style Crest provides competitive compensation and benefits. We are an equal opportunity employer. You can learn more about Style Crest at [ Link removed ] - URL blocked - click to apply

Recommended skills

Customer Retention
Customer Satisfaction
Selling Techniques
Communication
Interpersonal Skills
Scheduling
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