Director of Customer Service – College Savings

Job Type: Full-time

Job Location: Las Vegas, NV

Role

Prime Trust is currently looking for an experienced customer service professional to head up our upcoming launch of our college savings program! You can see more details about the company and our services at www.collegetrust.com.

Although we’ve started designing the knowledgebase, our customer services systems are currently non-existent as we have been a B2B company until now. Thus you have a clean slate from which to set the foundation for delivering amazing customer service when we launch!

Responsibilities

  • Directs and oversees all aspects of an organization’s customer service policies, objectives, and initiatives
  • Develops service level standards focused on response times and issue resolution
  • Establishes policies and procedures that produce high-quality customer service delivery and that reflect industry best practices
  • Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues
  • Align customer service activities and initiatives to support and enhance the objectives of the organization

Skills & Requirements

Skills (essential):

  • Build strong relationships with customers for new business development opportunities
  • Manage hiring, training, retention, and performance of the customer service team
  • Ensure compliance with regulatory requirements impacting customer care function
  • Develop customer incentive and retention programs to ensure customer loyalty
  • Coordinate with supply chain personnel, distributors, and sales associates to improve customer service and business productivity
  • Develop procedures and policies for better handling of customer correspondence and customer complaints
  • Develop strategies to increase the quality and efficiency of support to customers
  • Monitor business and process metrics to measure and manage customer service effectiveness
  • Ensure all customer inquiries are handled in accurate and timely fashion
  • Oversee and maintain call center operations including its staff and statistics
  • Collaborate with sales and marketing team to maximize revenues and customer loyalty
  • Maintain in-depth working knowledge of the company’s brands, systems, and processes
  • Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time
  • Monitor and respond to consumer-initiated Internet blogs and websites
  • Excellent work ethic, good attitude, work well with others
  • Ambition to go above and beyond
  • Team player, able to use initiative and possess good judgment, strong verbal and written communication and organizational skills
  • You should love people, know how to build & manage a team, and be very comfortable with technology

Required Experience:

  • College Degree
  • 5+ years of managerial experience

Compensation

  • Competitive Salary
  • Locals Only/No Relocation

View on indeed

Equal Opportunity/Affirmative Action Employer, M/F/D/V