Director of Customer Service

Description

This position will oversee the customer care strategy and operations for customer service for three brands:  Cariloha, Del Sol, and Island Cruz.  

About Cariloha:

Cariloha is an omni-channel brand focused on soft and sustainable bedding, clothing and bath goods made from eco-friendly bamboo. Driven by a comfort and eco-conscious lifestyle, Cariloha joined the Style of the Caribbean with the Spirit of Aloha to provide the best in sustainable luxury. Since 2007, Cariloha has grown to become the only brand in the world to provide an entire showroom experience that’s completely merchandised with bedding, bath, and apparel made of eco-friendly viscose from bamboo – it’s A Comfy Way to Save the Planet™. 

About Del Sol:

Established as a retail cart in Fashion Place Mall in 1994, Del Sol has developed and expanded its color-changing technology to become the world’s leading brand of color-changing apparel and accessories in the world with its own line of retail stores with exclusive marketing relationships with all of the major cruise lines.  

About Island Cruz:

Island Cruz is all about making memorable, fun-in-the-sun experiences through our ultra-fun, eco-friendly recreational electric vehicles that enrich and energize people’s lives without impacting the planet we call home.

Requirements

Responsibilities: 

Director of Customer Service has the following responsibilities and duties:

· Recruit, hire, train, and manage Customer Care Specialists.

· Procure third party resources to assist with providing optimal customer experiences, for services such as white glove services, extended warranties, CRM, surveys, product returns, review management, etc. 

· Schedule work-week calendar for Customer Care Specialists.

· Manage customer service staff, communicate job expectations, and perform appraisals and job reviews.

· Establish customer service policies and procedures.

· Improve customer service quality results by establishing, communicating, and measuring key performance metrics.

· Conduct surveys to measure customer satisfaction. 

· Review and audit and address all end customer reviews and strive to keep reviews positive.

· Contribute customer service information and recommendations to strategic plans and reviews.

· Audit customer service procedures and trends and determine system improvements.

· Determine customer service requirements by maintaining contact with customers and visiting operational environments.

· Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

· Enforce company policies and procedures and manage department budget.

Requirements:

Director of Customer Service should have the following skills, education, and experience:

· Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience· 

· Ability to work full-time in the office.

· Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.

· Able to multitask, prioritize, and manage time efficiently.

· Encouraging to team and staff; able to mentor and lead.

· Eager to expand the company through your efforts and the efforts of the Customer Service team.

· Able to analyze data and sales statistics and translate results into better solutions.

· Excellent leadership & communication skills.

· Conflict resolution and de-escalation. 

· Self-motivated and self-directed.

· Experienced at compiling and following strict budgets.

· High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred.

· Previous experience in customer support, client services, sales, or a related field.

· Excellent at communicating over the phone and handling phone systems.

· Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.

· Excellent time management and prioritization skills.

 Compensation and Perks:

· Salary dependent on experience

· Medical, Dental, Vision, Life Insurance 

· 401(k) w/ company match

· PTO

· Gym Membership Options

· Rewarding Recognition Programs - includes weekly and monthly monetary rewards, and five annual $2,500 “Live Your Dream” rewards for outstanding employees

· Generous Product Discounts for Employees

· Annual Product Giveaways

· Frequent Company Parties

· Fully Stocked Kitchen and Frequent Catered Meals