Director Customer Care Center

What we offer

• Excellent health benefits plan which includes medical vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid timeoff and paid holidays
• Paid parental leave
• Companypaid mental health benefit through Headspace
• 2 free onsite fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Director Customer Care Center is responsible for providing strategic leadership and oversight for the Customer Care Contact Center functions across all contact channels (phone email chat etc. and continuous improvement to deliver revenue and profit growth high levels of customer satisfaction and service level achievement while supporting the Companys strategic initiatives. This leader will support functions such as new customer intake existing customer support franchise support and client support.

This role will provide leadership to multiple direct reports including Care Center supervisors along with overseeing a Care Center team which provides exceptional customer service in a 24/7/365 environment. They will provide leadership that includes strategies policies procedures goals metrics and programs for the department. Additionally this leader will be growth and technology minded figuring out ways to evolve the center into a large worldclass customer care center.

You will

• Oversee a diverse team of professionals responsible for providing exceptional customer service to customers in need of Servpro services as well as the Servpro franchise community in a variety of ways including driving performance to an established set of goals development of strategies policies and procedures to optimize the performance and success of the Team.
• Lead training coaching engagement retention and recognition initiatives for Customer Care Center Team Members to support organizational growth. Monitor staffing and forecasting for department to determine appropriate resource allocation.
• Partner with Operations Marketing Sales IT and other departments to drive innovation in the customer experience and sales channels.
• Advocate for the customer in all situations operations technologies content projects and strategy. Share customer feedback to extended and senior leadership.
• Develop and manage budget for Customer Care Center. Focus on controlling costs through the management of departmental spending and process efficiency improvements.
• Perform to operational goals processes and Customer Care Center SLAs regarding the performance of the organization to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.
• Develop a benchmark driving management structure identifying and monitoring key performance indicators. Ensure that performance quality/outcomes scorecards and benchmarking activities are in place; collaborate to ensure the operations team utilizes this data to make improvements. Ensure quality standards are benchmarked against industry best practices.

You have

• 7 years successful experience in contact center managementpreferably with property insurance or home services. Franchise experience a plus. Business Process Outsourcing (BPO) services a plus.
• Leadership experience Proven ability to coach and develop others provide feedback and actively listen. Passionate about engaging and developing high performing teams.
• Collaborative Works collaboratively with the team and business partners to overcome challenges and achieve shared goals.
• Advanced data acumen Tracks analyzes and reports performance data taking action to achieve performance goals and objectives.
• Excellent Communication Skills Strong verbal and written communication skills. Ability to deliver professional presentations confidently to all levels of leadership.
• Proficiency with Microsoft Office products is required.
• Strategic thinking with tactical ability is key. Proven experience defining and driving successful implementation of improvements through both process reengineering and incorporation of tools and technology.
• Advanced experience with IVR workforce management telephony and other call center software systems. Familiarity with the emerging contact center technologies and AI desired.

Education

• Bachelors degree from an accredited college or university in business or another related field. Any suitable combination of education or experience will be considered.

About SERVPRO

For more than 50 years SERVPRO has been a trusted leader in fire and water cleanup and restoration services mold mitigation construction biohazard and pathogen remediation throughout the United States and Canada. Our 2200 individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique the things we share and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age race color religion gender sexual orientation national origin veteran or disability status.