SERVPRO Bloomfield/Enfield · 21 hours ago
Director, Customer Care Center
Gallatin, TN
Full-time
Onsite
Director/Executive
7+ years expServpro Industries, LLC is a trusted leader in fire and water cleanup and restoration services. The Director of Customer Care Center is responsible for providing strategic leadership and oversight for the Customer Care Contact Center functions, ensuring high levels of customer and franchise satisfaction while supporting the company’s strategic initiatives.
ConsumerCustomer ServiceJanitorial Service
Responsibilities
Oversight for a diverse team of professionals responsible for providing exceptional customer service to customers in need of Servpro services, as well as the Servpro franchise community in a variety of ways, including driving performance to an established set of goals, development of strategies, policies, and procedures to optimize the performance and success of the Team
Lead training, coaching, engagement, retention, and recognition initiatives for Customer Care Center Team Members to support organizational growth
Monitor staffing and forecasting for department to determine appropriate resource allocation
Experience deploying Ai solutions to increase call capacity and customer satisfaction
Partner with Operations, Marketing, Sales, IT, and other departments to drive innovation in the customer experience and sales channels
Advocate for the customer in all situations, operations, technologies, content, projects, and strategy
Share customer feedback to extended and senior leadership
Develop and manage budget for Customer Care Center
Focus on controlling costs through the management of departmental spending and process efficiency improvements
Perform to operational goals, processes, and Customer Care Center SLAs regarding the performance of the organization to optimize customer satisfaction and the customer experience through efficient and timely issue resolution
Develop a benchmark driving management structure identifying and monitoring key performance indicators
Ensure that performance quality/outcomes, scorecards, and benchmarking activities are in place; collaborate to ensure the operations team utilizes this data to make improvements
Ensure quality standards are benchmarked against industry best practices
Qualification
Required
7+ years successful experience in contact center management-preferably with property insurance or home services
Leadership experience | Proven ability to coach and develop others, provide feedback and actively listen
Collaborative | Works collaboratively with the team and business partners to overcome challenges and achieve shared goals
Advanced data acumen | Tracks, analyzes, and reports performance data, taking action to achieve performance goals and objectives
Excellent Communication Skills | Strong verbal and written communication skills
Proficiency with Microsoft Office products is required
Strategic thinking with tactical execution ability is key
Advanced experience with IVR, workforce management, telephony, and other call center software systems
Bachelor's degree, from an accredited college or university, in business or another related field
Preferred
Franchise experience a plus
Business Process Outsourcing (BPO) services a plus
Familiarity with the emerging contact center technologies and AI desired
Benefits
Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous paid time-off and paid holidays
Paid parental leave
Company-paid mental health benefit through Headspace
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program
Company
SERVPRO Bloomfield/Enfield
SERVPRO of Bloomfield/Enfield understands the stress and worry you have when your home or business experiences fire, storm, flood, wind, snow, or other damage.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase