Job description
Position Summary
The director of client services is responsible for overseeing all aspects of the client experience, including managing and coaching the client services team. You’ll develop new strategies to ensure that clients receive exceptional service at every touch point with the company. As director, you may interact with the CEO but usually with other executive leaders in the company. You’ll also ensure that the client service team is operating effectively and delivering on the company’s overall mission and goals.
Essential Functions
Develop a team of highly effective Client Service team.
· Ensure that the company develops a strong relationship with clients. Help your team to better understand what customers want and how to best meet their needs.
· Manage employee performance, create job descriptions, hire new staff members, and terminate those who are not meeting expectations.
· Manage the processes and teams responsible for the successful and compliant onboarding of new clients. This includes quality assurance (QA) and underwriting.
· Manage company policies that relate to client satisfaction standards and ensure that all employees follow these standards.
· Analyze data to identify trends and recommend improvements to increase efficiency.
· Coordinate with other departments in the organization to meet client needs.
· Resolve issues that arise between clients and the company. Identify the source of the problem and develop a solution to the problem.
· Keep your team engaged and motivated. This may include providing opportunities for growth and development, creating a positive work environment, and giving employees the tools they need to succeed.
· Plan and execute tasks within a set time frame. You will have multiple responsibilities, including overseeing the work of other client service representatives. Demonstrate strong time management skills to help you prioritize your tasks and ensure you complete them on time.
Requirements
Required Competencies
· Conversant in developing, monitoring and reporting on business metrics.
· Expertise in developing and monitoring workflow, processes and procedures.
· Strong supervision skills.
· Familiarity with basic provisions of California labor law, including overtime, employee breaks, etc.
· Ability to solve problems.
· Ability to multi-task.
· Strong verbal and written communication skills.
· Excellent attention to detail and follow-up.
· Proficiency in MS Office.
· Proficiency in internal and external client services-related systems and platforms.
· A high degree on initiative and independence.
· Experience managing employees working remotely.
· Experience in dealing with escalated client calls and a willingness to handle such calls.
Preferred Competencies
· Bilingual in English and Spanish
· Enthusiastic and dynamic personality. Highly motivated.
· Ability to work methodically in a fast-paced, high-energy environment.
Preferred Education and Experience
· Bachelors’ Degree
· 5+ years’ customer service experience