Director of Customer Service

Description

Lightology is the largest contemporary lighting showroom in North America. Our goal is to educate our customers on the intricacies of lighting design. With this knowledge, our customers come to appreciate the significant impact that great lighting design can have on their home, office, store, or restaurant. This knowledge, accompanied by a partnership with our staff and our exceptional product line gives our customers all the tools necessary to create an atmosphere uniquely suited to their needs.

Find us at www.lightology.com

Position: Director of Customer Service

Position reports to the Chief Business Officer (CBO)

Job Location: Chicago, IL

Job Type: Full-Time

Pay Rate: $100,000 - $120,000 Yearly

Job Description

The primary function of the Director of Customer Service is to lead, develop and provide strategic direction for Customer Service teams. The Director is responsible for providing superior team leadership and innovative customer service, utilizing a positive, professional, and proactive approach at all times. The Director will oversee current customer service processes and procedures while actively developing new efficient processes and training/mentoring our agents.

Responsibilities

• Develop effective strategies to manage customer relationships, anticipate customer needs and guide our team through escalated customer service issues.
• Provide leadership through effective communication of vision, active coaching and development while comparing customer service results to goals and taking appropriate action to correct when necessary.
• Define all customer interactions and develop processes that will provide exceptional customer experiences with each interaction.
• Implement AI based tools to enhance customer experience while increasing employee productivity.
• Develop CRM functions incorporating our sales channels (in-store, website, webchat, phone and email).
• Resolve escalated customer experience issues appropriately, document issues, and train employees on best practices for solutions in the future.
• Develop effective strategies to manage customer relationships, anticipate customer needs and provide a superior quality service across all of our sales channels.
• Ensure departmental functional execution including customer/member assignment, customer compliance, pricing and costing maintenance, sales order processing, proposals, and overall departmental processes.

Requirements

· Experience leading teams of customer service in an e-commerce environment.

· 8-10 years of progressive responsibility in service leadership positions

· Experience with implementation of AI tools in a customer service environment.

· Experience working with NetSuite a plus

Benefits

· Health, Dental, and Vision Insurance enrollment on the 1st of the month after 30 days of employment

· 401(k) Retirement plan after 6 months of employment.

· Up to 80 hours of accrued Vacation Paid Leave, prorated your first year.

· State and locally-regulated Paid Sick Time.

· Paid Company Holidays, after 30 days.

· Short Term, Long Term Disability, Life, and AD&D optional Insurance benefits the 1st of the month after 30 days of employment.

· Company-sponsored Life with AD&D Insurance Coverage.

· Optional Enrollment in Health Care and Dependent Care Flexible Spending Account (FSA).