Director of Customer Service

At Visual Comfort & Co. our mission is to bring Visual Comfort to every space and setting by harnessing the transformative power of light and design. Visual Comfort & Co. is the premier resource for decorative lighting, architectural lighting, and ceiling fans from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles, and price points, remaining committed to beautiful design and, above all, a world-class customer experience. Established in 1987, Visual Comfort & Co. is headquartered in Houston, TX with offices and showrooms throughout the country supporting both our Direct and B2B customers.

Summary

The Director of Customer Service is responsible for the development and implementation of strategic customer service initiatives as well as coaching and development of the CS team. The Director of Customer Service is responsible for the overall customer relationship experience, creating a customer-centric culture complete with accountability and ownership at all levels in CS

Essential Functions and Responsibilities

Provide strategic direction for the CS department

Translate strategic and operating plans into meaningful direction of projects, goals, priorities and activities

Design programs for CS to support revenue growth through companion sales and upselling

Create new ways to enrich the buying experience

Institute a formal process for analyzing and acting on customer feedback

Foster direct and meaningful relationships with customers, acting as a mediator between the customer and the organization

Develop and implement policies and procedures for customer issues to ensure the highest level of customer service is provided at all times.

Identify customer issues and define and manage service standards

Maintain in-depth working knowledge of the company’s brands, systems and processes

Educate, instill, and motivate a broad desire across the organization to focus on the customer, with the objective of consistently improving customer experience metrics

Monthly, quarterly and year end reporting to the executive team regarding benchmarks, metrics, and implementing best practices

Lead, guide and manage Customer Service Manager(s), Supervisor(s), Trainer(s) and Customer Service Representatives

Lead, manage, develop and mentor the CS team to advocate for continual improvement with the customer experience

Cultivate and maintain effective internal and external business relationships

Qualifications

degree in business, communications, marketing or a related field from an accredited college or university

of ten years progressive experience leading the CS experience with a minimum of 5 years in a strategic leadership role

Any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities will be accepted

5+ years of experience designing and maintaining customer service metrics and driving accountability through data and metrics

Strong interpersonal skills to communicate and work cross-functionally with a diverse set of customers, sales representatives and all levels of the organization

Proven track record of creating/meeting benchmarks, formulating metrics, and implementing best practices

Effective written/verbal communication skills; confident communication/presentation skills

Strong analytical ability and problem-solving skills.

Advanced ERP system skills

Strong financial and business acumen along with the ability to drive results

Work Environment and Physical Demands

The Director of Customer Service role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision, depth perception and color

While performing the duties of this job, the employee is not exposed to weather conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Position Type/ Work Schedule

This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am CST to 5:00pm CST. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.

Traveling as required by the business.

There are supervisory responsibilities associated with this role.

Equal Employment Opportunity

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, and efforts of working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job when circumstances change, e.g., emergencies, rush jobs, changes in personnel, workload, technological development, etc.