Director of Customer Experience

The Director of Customer Experience function is responsible for planning, coordinating and directing the customer service operations of CARiD. The director will oversee daily call center operations, training of customer service staff, resolve customer complaints and improve customer service procedures, policies and standard for the company. The director needs to drive the agents to assist customers by effectively listening, understanding the reason for the inquiry, providing technical assistance, setting customer expectations, and presenting customer specific resolutions which are in the best interest of the customer, our vendors, and CARiD.
Skills for Success:          
 

• Customer Service Oriented
• Effective questioning, troubleshooting, and problem solving
• Logical thinker
• Results driven
• Accurate, detail oriented
• Quick thinking multi-tasker, efficient
• Positive attitude
• Self-motivated
• Auto enthusiast

Director Customer Experience Job Description:
 

• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service teams
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Handle complex and escalated customer service issues
• Identify and implement strategies to improve quality of service, productivity and profitability
• Analyze various reports and statistical data to measure customer service performance
• Conduct customer surveys to obtain feedback and use it to improve service
• Interacting with customer through various channel such as phone, email and digital
• Building and maintaining positive relationships with customers through Loyalty programs
• Increase customer lifetime value by maximizing upsell / cross sale opportunities
• Drive repeat business by building and maintaining positive relationships with customers
• Identifying and communicating potential improvements in customer experience
• Working closely with other departments to ensure a consistent and high level of customer service
• Staying update on product features and any changes in company policy
• Employ masterful retention skills to maintain the lifetime value of the customer

Responsibilities: Below are the responsibilities of the Director Customer Experience:
 

• Set the strategic direction of the company’s customer service operations
• Develop and implement customer service policies, procedures and service standards
• Monitor and analyze customer service performance and make necessary improvements
• Train and mentor customer service staff to deliver a high standard of customer service
• Handle complex and escalated customer service issues
• Coordinate and manage customer service project and initiatives
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints and conduct investigations
• Review customer reviews and provide appropriate response for resolution
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Prepare reports and analytics on customer service activities for management review
• Drive digital transformation in customer service operations to improve efficiency and customer satisfaction
• Ensure team provides a ‘WOW’ customer experience on every interaction whether with a customer, vendor, or a co-worker (phone, email and/or chat)
• Meet or exceed all KPIs as set forth by CARiD.

Qualifications: Below are the qualifications of the Director Customer Experience:
 

• Proven experience as a Customer Service Director or similar managerial position
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and CRM tools
• Awareness of industry latest trends and applications
• Ability to think strategically and to lead
• Strong client facing and communication skills
• Advance troubleshooting and multi-tasking skills
• Customer service orientation
• High School diploma or equivalent