Director, IID Customer Experience & Service Job at Intoxalock
Consumer Safety Technology (CST) and our family of brands have helped millions of individuals to live and drive responsibly. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We are the largest provider of IIDs in the United States and the only company working to assist individuals in successfully navigating the often daunting DUI process.
We partner with leading advocacy groups across the country to ensure that the laws and rules adopted in each state make roads and communities safe while reducing recidivism amongst drivers.
CST and its subsidiaries are privately held and based in Des Moines, Iowa with employees in over 40 states and Puerto Rico. We are committed to being a positive influence in our communities.
Why work for us? Check out this list of just a few of the many good reasons why…..
- Remote/work from home opportunity!
- Our Mission is to help people live and drive responsibly. Last year our product stopped 243,000 illicit startup attempts by people who were too intoxicated to drive.
- We are the nation’s largest interlock provider.
- Growth Oriented- 7 years of over 10%+ growth annually.
- Consumer Safety Technology won the 2022 Top Workplace Award locally and nationally–and 2022 Best Place for Working Parents Award
Job Purpose:
This position will be primarily responsible for providing leadership, direction and driving optimal operational efforts within the Ignition Interlock Device (IID) Customer Service department. They will manage the day-to-day operational activities, including achievement of service level agreements and continuous development of leadership staff. The Director, Customer Experience & Service role will lead the strategic direction of the Customer Service department to continue to optimize the department, adapt to evolving and growing business needs and drive customer satisfaction.
Key Accountabilities:
- Manages daily operational activities drive improvements related to responsiveness, first-call resolution, service-level and efficiency gains.
- Use analytics, data and business knowledge to drive continuous improvement within Customer Service.
- Participate in weekly monitoring and calibration sessions; ensure alignment across Supervisory team on alterations or possible interpretations.
- Establish, review, and update processes and behaviors for associates to identify, respond to, and resolve customer issues on the first contact in a manner that produces an improved customer experience and eliminates the need for repeat contacts.
- Partners with other department heads to share customer experience learnings to drive better product and service offerings.
- Closely monitor insources/contract agent performance details and lead managers and supervisors on proper coaching practices and performance improvement plans to develop front-line support.
- Act as product champion for customer service applications including web sites, mobile app, IVR systems and agent tools.
- Plans and manages department forecasting and budget
- Develops and communicates strategic direction of department to drive improved customers service across call center, chat, text, email and self-service channels.
- Develop bench strength on leadership staff that enables continued growth and scalability of the business.
Job Requirements:
- A minimum of 10 years of progressive experience in managing Call Center operations, preferably in an inbound Customer Service capacity or other relevant work experience.
- People-first leader who has experience conducting crucial conversations & developing junior-level leadership.
- Experience with multiple interactive contact channels including: voice, email, chat, text, etc.
- Ability to lead, develop and motivate a team of remote team members.
- Extremely strong organizational, planning and problem-solving skills with the ability to prioritize multiple issues and produce viable solutions.
- Use of critical thinking and judgment skills to make a sound decision once all aspects of the review have been completed
- Excellent oral and written communication skills and the ability to effectively communicate to a broad customer base
- A sense of urgency, a strong work ethic, and a positive attitude
- Ability to think and plan towards short term and long term strategic goals.
- Excellent computer skills required and knowledge of Contact Center technology a plus.
It is and will continue to be the policy of Consumer Safety Technology LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants on the basis of individual qualifications and regardless of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, genetic information, gender identity, or their status with regard to public assistance.
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