- Lead a team in enhancing the quality and speed of customer contact resolution, ensuring that customer services are scheduled in accordance with established SLA's, identifying and resolving the root causes of common or high impact customer problems and uncovering sales opportunities within the existing customer base and selling complimentary products to customers.
Essential Functions
- Strategically lead and develop an operational management team to enhance customer support performance by setting clear accountable performance measurements.
- Ensure that all customers are being supported in a way that fosters strong, professional and trusting relationships.
- Ensure customer issues are being effectively and completely resolved to the customers satisfaction and serve as the critical point of escalation for the resolution of customer complaints.
- Ensure all customer work order scheduling is completed effectively, efficiently and within all SLA targets and that all customer communication related to work order scheduling is complete in a timely manner.
- Monitor all performance measurements and provide feedback through 1:1s, effective use of personal development plans and coaching & development opportunities.
- Work effectively with all peers and departments to negotiate and influence customer improvements.
- Continually seek improvements opportunities by identifying new processes, tools and technologies to better serve the customer.
- Acquisition support as needed to ensure outstanding customer onboarding.
- KPI achievement. Meet/exceed all position specific key performance indicators/metrics (KPI's)
- Regular and reliable attendance
Qualifications
- Minimum 6+ years' experience leading/managing operational customer support teams.
- Minimum 3+ years' experience managing people leaders.
- Established track record of exceeding targets, KPI's/SLA's.
- Ability to use data and business intelligence in decision making.
- Demonstrate ability to motivate and communicate with others at all levels.
- Proven success building key customer and business partner relationships
- Strong problem solving and decision-making skills.
- Experience working with Salesforce preferred.
- Proficient in all MS Office products.
- Ability to operate and lead successfully in a fast-paced, dynamic business environment.
- Excellent written, oral and verbal communication skills.
- Education: Bachelor's in business administration or related discipline required. Master's Degree a plus.
Quench offers competitive salary and benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.