Head of Customer Service
Los Angeles Los Angeles, CA 90239
Title of Job: Head of Customer Service
Company Description: Large Consumer Brand
Location: Los Angeles, CA
- Oversee the day to day operations of a large customer service department
- Create and manage performance standards for the department and lead all trainings for new hires.
- Track customer service satisfaction and develop surveys for customer feedback
- Partner with upper-management and the team in order to improve customer experience.
- Respond to customer service issues in a timely manner.
- Stay informed on the latest industry techniques and methods.
- Bachelor’s degree in Business Administration or relevant field
- Minimum of 10 years of experience in customer support strategy and operations
- Demonstrated ability to develop, implement, and deliver award winning customer support solutions in a dynamic, high growth business
- Strong phone contact handling skills and active listening
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- An analytical mindset and ability to use metrics to drive results
- Proven experience with developing and deploying new Customer Service Technology to improve our customer care experience