Director, Customer Service - New York, NY
Job Type: Fulltime
Job Description:
Position Title: Director, Customer Service
Salary Range: Base salary up to $100k + annual discretionary bonus + stock options.
Description: Company: Small, fast-growth, online media company; strong possibility of IPO within 1-2 years
Location: NYC
Reporting Lines: Reports to SVP, Strategic Products and Business Development
Compensation: Base salary up to $100k plus annual discretionary bonus and stock options.
Responsibilities: Manage all customer service aspects of Company portal for media industry corporate customers including: all in-house customer service functions; identifying third-party call center vendors; establishing customer service policies & procedures; reviewing & implementing efficient workflows for customer communication via email and online messaging; and providing ongoing customer feedback & weekly reports to the product, marketing and finance teams. You will work with the marketing and product groups on the implementing customer loyalty programs & analyzing customer and web site analytics for improved customer experience.
Requirements: BS/BA; 6+ years customer service experience in online application or ecommerce environment with 3+ years of supervisory experience; Appropriate appreciation and understanding of the customer and its value; Deliver the highest quality customer service; Comfortable managing a customer support staff that is based in a separate office; Proven track record of creating and implementing customer service processes (client interaction, efficiency tracking, incident escalation processes, etc); Strong analytical, writing & communications skills; Ability to work in a small company environment that requires lots of hands-on work; Expert skills in: MS Office suite; live chat software such as LivePerson; web analytics programs such as WebSideStory, ClickTracks or Omniture; and CRM systems such as Salesforce.com; A results-oriented style: this is a position with direct responsibility for supporting sales revenue through customer pre-sales and product support; Strong work ethic and the highest levels of professionalism and integrity.
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