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**the gig**
You lead a team of Inside Sales/Customer Care Specialists and are focused on providing an excellent customer experience for new and existing customers and you serve as an escalation point for major customer issues. You and your team have the opportunity provide customers with creative solutions and to improve customer. You direct and oversee all aspects of Nitel’s customer service policies, objectives and initiatives and develop and maintain service level standards focused on response time and issue resolution. You help lead the charge for Nitel’s service vision: treat everyone like your most important customer.
**what you’ll do**
- Establish group and individual goals for each member of the team. Ensure that goals are aligned with Nitel goals and direction. Clearly communicate goals and expectations and continually reinforce. Primary objectives of this team are to reduce churn and take advantage of all upsell opportunities.
- Establish and maintain customer assignments for each team member ensuring that customers are appropriately divided among the team. Ensure that each customer is proactively contacted on a quarterly basis using pre-designed scripts. Track results in systems.
- Act as an escalation point for customer issues and communication. Support the team in dealing with large deals and major customer issues.
- Provide training and direction to the team relative to industry, departmental and Nitel standards.
- Establish, maintain and continually update departmental process documents. Provide pre-designed scripts to follow for each type of proactive call.
- Conduct weekly team meetings and 1:1 meetings with each team member. Use this forum to continually reinforce the goals and direction of the team.
- Constantly reinforce the Nitel Service Vision. Ensure that the team is trained on and supports the pillars of the Nitel customer experience.
- Communicate with and develop teamwork and partnerships with other Nitel managers. Ensure that cross-functional issues are quickly addressed and resolved.
- Create weekly and quarterly reports for management showing major initiatives and progress against established metrics for the team.
- Perform regular reviews of each team member, reinforcing individual and team goals. Prepare and submit formal reviews to HR on an annual basis.
**what you’ll bring to succeed**
- Bachelor’s Degree from a four-year college or university
- 5+ years’ managerial experience
- Telecommunications background, including SIP and/or hosted products, in an order management role preferred
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Strong supervisory and leadership skills
- Proficiency with Microsoft Office Suite and Salesforce
**what success looks like**
The Customer Care Director has accountability for reducing churn in the base by driving processes and behaviors of the team. Focusing the team on customer satisfaction will have an impact on cNPS scores.
