Director of Customer Service
At Luxer One, we’re committed to making life simper by automating package acceptance and completely solving the package problem. Whether it’s last mile delivery at multifamily properties and offices, or click & collect orders in retail, we are dedicated to finding the best solutions for our customers.
Luxer One employs associates who consistently deliver on our Core Values and are committed to bringing them to life:
· Take pride and ownership
· Do the right thing
· Respond rapidly
· Be solutions driven
The Director of Customer Service is a critical support role heading up the Customer facing portion of the business with a focus on the customer experience in regards to the product and customer interaction with the organization. This position will be responsible for the management of Customer Support, Account Management, and Technical Support. This position will also serve as a strategic member of the Executive Leadership Team.
Manage all department staff, with focus on professional career development (approximately 50 people currently).
Maintain productivity standards and strive for improvement throughout the Department.
Develop and implement Departmental policies to create and maintain a high-functioning team.
Serve as liaison between other Departments to allow for effective and efficient production.
Create, monitor, and report on all Key Performance Indicators (KPI’s) and implement key initiatives across the Success Department.
Partners with senior leadership to identify opportunities for Client Solutions through process improvement.
Facilitates successful implementation of new programs through the department by ensuring a well-defined, efficient process is in place.t
Create strategic roadmap to facilitate internal growth and deliver world class customer satisfaction.
Proven track record of success, consisting of:
Expert organizational skills
Make sound business decision based not only on data and statistics, but overall business impact
Must be able to analyze a situation and respond quickly
Must have excellent communication and professional writing skills
An individual who does well under pressure with time-sensitive projects
Minimum of 3 years of experience managing Call Center with 50+ representatives
5+ years in a client facing role, ideally Customer Success and/or Account management Support role
Experience building and driving team culture
Strong computer skills
Experience successfully managing corporate initiatives
Bachelor's Degree Required, MBA preferred