Director of Customer Service

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Create successful strategies to oversee customer relationships, anticipate their needs, and guide our team through complex customer service situations.

• Provide leadership through clear communication of vision, active coaching, and development, while assessing customer service outcomes against goals and taking corrective actions when necessary.

• Outline all customer interactions and establish processes that ensure outstanding customer experiences with each engagement.

• Introduce AI-driven tools to enhance customer experiences while boosting employee efficiency.

• Develop CRM functionalities that integrate our sales channels (in-store, website, webchat, phone, and email).

• Address escalated customer experience concerns effectively, document incidents, and train employees on best practices for future solutions.

• Oversee departmental operational execution, including customer/member assignments, customer compliance, pricing and cost maintenance, sales order processing, proposals, and overall departmental processes.

⛳️ Requirements

• Proven experience in leading customer service teams within an e-commerce setting.

• 8-10 years of increasingly responsible roles in service leadership.

• Experience with the implementation of AI tools in a customer service context.

• Familiarity with NetSuite is a plus.

🏝️ Benefits

• Health, Dental, and Vision Insurance coverage begins on the 1st of the month following 30 days of employment.

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

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

• Paid Sick Time in accordance with state and local regulations.

• Paid Company Holidays after 30 days of employment.

• Optional Short Term and Long Term Disability, Life, and AD&D Insurance benefits begin on the 1st of the month after 30 days of employment.

• Company-sponsored Life and AD&D Insurance coverage.

• Optional participation in Health Care and Dependent Care Flexible Spending Accounts (FSA).