TASC-Director of Customer Service

POSITION PURPOSE: The purpose of this position is, but is not limited to, leading and managing all operations directly related to our customer’s life cycle, which could include traditional onboarding, specialty onboarding, EDI coordination and customer care. This position is responsible for owning and leading the service experience of our distributors, clients and participants during their respective life cycles. The position includes the direct supervision of people, processes, platforms, projects and process improvements intended to retain customers, drive growth and continuously improve the service experience.

POSITION DUTIES/RESPONSIBILITIES:

• Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care.
• Design and implement customer experience programs, service standards and retention strategies to improve the customer experience journey.
• Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, services levels, and operational efficiency.
• Establish performance expectations, service standards and accountability measures aligned with organization goals.
• Provide leadership and direction to managers and supervisors. responsible for our customer’s life cycle.
• Lead strategic retention initiatives, including At-Risk Large Client Processes, developing solutions to improve retention.
• Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats.
• Define and improve functional key performance indicators and service level expectations.
• Measure, analyze and communicate individual resources and departmental performance for continuous improvement.
• Conduct employee performance reviews and set functional direction for performance expectations.
• Manage resourcing and functional budgetary requirements.
• Operate within TASC’s guidelines pursuant to the Employee Handbook and all Policies and Procedures.
• Perform additional duties as requested by Supervisor and/or Management.

POSITION SUPERVISES:

• Customer Interactions Supervisors and Managers
• Manager of Onboarding

POSITIONAL COMPENTENCIES:

• Ability to shape customer relationship management strategies into an improved marketplace position.
• Knowledge of customer experience and life cycle and ability to establish service standards, optimize resources on department needs and provide efficient, high-quality service.
• Ability to analyze customer experience metrics, service levels and operational performance to improve outcomes and support organizational goals.

QUALIFICATIONS:

• Education and/or experience equivalent to a Bachelor’s degree from an accredited college or university with a degree in Business Administration, or related discipline.
• 10+ years of progressive experience in a Customer Services Management capacity; customer experience, account management, customer success or customer service.
• 5+ years of leadership experience managing leaders and customer-facing teams.
• Experience leading customer lifecycle, retention and service delivery functions.

CORPORATE CORE COMPETENCIES:

• Drive Action & Results
  • Take on new opportunities with enthusiasm
  • Achieve results even in tough circumstances
  • Take personal accountability for decisions and actions
• Adapt to Change
  • Operate effectively when things are uncertain
  • Proactively acquire and evaluate information and adapt approach to match shifting demands/situations
  • Rebound from setbacks
• Embrace Innovation
  • Create new and better ways to approach challenges and develop solutions
  • Learn through experimentation
  • Encourage feedback and seek opportunities to work better/smarter/faster
  • Show personal commitment and take action to continuously improve
• Create Diversity & Foster Collaboration
  • Actively bring, seek, engage, and honor diverse perspectives
  • Identify and address barriers to inclusion to ensure equity and center belonging
  • Work collaboratively and build partnerships to meet shared objectives

LEADERSHIP COMPETENCIES:

• Communicate Effectively
  • Deliver information with clarity and timeliness, and promote a sense of optimism and connection to “the Why”
  • Relate to and connect with unique audience needs to ensure clarity and advance understanding
  • Gain trust from others thr…