Director, Customer Services
Duck River Electric Membership Corporation, Newport, NC, United States
CCEC is seeking a highly motivated and strategic-minded Director of Customer Services to elevate the cooperative member experience through building and mentoring a high-performing customer service team.
Responsibilities
Ensure excellent customer service is provided to cooperative members Ensures ongoing training for customer service reps through team leaders Ability to understand and use customer service software, outage maps, and GIS systems Ability to review KPIs and call center analytics to track performance and develop strategic goals Ability to manage member programs Ability to develop a departmental annual budget Provides oversight to ensure communication programs are aligned with cooperative strategic goals Qualifications
Bachelor's degree or equivalent in business administration or a related field Minimum of 10 years' experience in a customer service position Minimum of five years in a supervisory capacity
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Ensure excellent customer service is provided to cooperative members Ensures ongoing training for customer service reps through team leaders Ability to understand and use customer service software, outage maps, and GIS systems Ability to review KPIs and call center analytics to track performance and develop strategic goals Ability to manage member programs Ability to develop a departmental annual budget Provides oversight to ensure communication programs are aligned with cooperative strategic goals Qualifications
Bachelor's degree or equivalent in business administration or a related field Minimum of 10 years' experience in a customer service position Minimum of five years in a supervisory capacity
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