DogVacay is looking for a proven Director of Customer/Client Services that will lead, manage and further build the team that engages directly with DogVacay’s customers. This is the Company’s primary touch point with the customer and DogVacay is looking for an individual with proven experience in building a world-class customer service organization. DogVacay prides itself in offering best-in-class service to its customers.
This is a full-time permanent position with highly competitive salary, generous medical benefits, and stock options.
The opportunity to work with a face-paced, entrepreneurial team changing the pet care industry.
Office centrally located 2 blocks from the beach in sunny Santa Monica.
Manage the day-to-day operations of the Customer Service team, currently 7 people and growing, providing leadership, workforce management and strategy for the organization.
Establish, implement and manage disciplinary, hiring and training processes to achieve friendly and knowledgeable product/service support, customer retention, employee satisfaction and Key Performance Indicators (KPIs)
Train and develop Customer Service Associates to ensure top quality customer service.
Lead the development and implementation of metrics and analytical reporting processes and accurate documentation of customer service procedures, processes and protocols.
Develop and implement a QA program within the Customer Support/Service organization.
Work with business stakeholders to build effective relationships and work cross-functionally crafting integrated business processes and training that delivers high quality customer experience at every contact point.
Identify trends and opportunities to improve and implement customer service policies and procedures.
Investigate and resolve escalated customer inquiries in a timely and professional manner.
Monitor customer interactions (phone and email support, problem escalation) ensuring appropriate documentation to support quality and accuracy.
Forecast volumes of calls and emails to ensure proper staffing and schedule requirements.
Provide daily, weekly and monthly reporting on appropriate customer support metrics to executive team.
Collaborate with the IT team to identify and implement necessary customer support technologies.
This position is accountable for the development of the Customer Support Team to ensure the delivery of professional, accurate and timely world-class service.
EXPERIENCE: 5-7+ years of proven leadership and management experience of a customer service team delivering best-in-class service. B2C/Consumer-facing experience highly preferred.
Able to demonstrate a thorough understanding of DogVacay’s customers’ needs.
Knowledgeable and proven experience working with CRM systems, technologies and tools.
Exceptional decision-making, analytical and problem-solving skills to help identify and prioritize critical issues.
Expert understanding of workforce management with a metrics and analytics focus.
Proven experience creating and implementing processes and procedures within a customer service organization.
Exceptional leader, people manager and customer advocate with a strong service orientation.
A credible and influential communicator who leads by example.
Impeccable verbal, written and interpersonal communication skills coupled with empathetic people management skills.
Must be able to work well with cross-functional teams.
Possess a passion to always providing an exceptional customer experience.
Excellent attention to detail and able to effectively manage competing priorities.
A cost conscious, proactive problem solver who can maximize the resources of a start-up.
Strong awareness of the importance of brand and community relationships.
Able to thrive in a fast-paced, high-energy entrepreneurial environment.
A self-directed leader that knows what needs to be done and operates with a sense of urgency, discipline and focus.
Most importantly, a creative mind, positive attitude and a high level of ethics and integrity!