Director of Customer Service

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY:

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, employee engagement, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals. Provide proper guidance, ongoing coaching, and development plans to Manager and Supervisors, as defined and as needed, by utilizing support resources (Recruitment, Hiring, Staffing, Scheduling, Quality, Training, Team Strategies, Retention etc.) Lead, develop, and coach managers of various teams to build successful relationships and deliver an exceptional customer experience Implement changes to the department to best achieve our mission and goals. Create processes to ensure scalability and consistent quality for our customers. Model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building.
 

ESSENTIAL JOB FUNCTIONS INCLUDE:

1. Directs and oversees all aspects of customer service including policies, objectives, and initiatives that produce high quality customer service delivery that exceeds industry best practices.
2. Elevate and organize team to support digital and transformation to customer centric.
3. Develops service level standards focused on response times and issue resolution. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
4. Direct the budget process including managing departmental expenditures and staying within budget guidelines.
5. Direct the attainment of key performance indicators including service level, rep utilization, service quality, operating efficiencies, and work order accuracy.
6. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPETENCIES:
 To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; Designs work flows and procedures.
• Accountability: Accepts responsibility and accountability for both the strategic planning and the successful implementation of all projects/programs/duties as outlined in this job description. Demonstrates a sound balance between quality and quantity of work while maintaining a sense of urgency toward completion.
• Continuous Improvement & Problem Solving - Identifies and resolves problems in a timely manner. Performs root-cause analysis and implements viable, permanent solutions to global issues. Uses technical/analytical abilities to assure existing work practices are the most efficient and cost effective possible. 
• Visionary Leadership - Displays passion and optimism; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Cultural Awareness - Demonstrates awareness and sensitivity to global cultural differences. Works comfortably in a myriad of environments. Promotes and supports corporate diversity initiatives.   
• Change Management - Develops workable implementation plans; Builds commitment and overcomes resistance.
• Delegation - Sets expectations and monitors delegated activities.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Ethics & Work Standards - Maintains the highest ethical and work standards, while promoting the same attributes in subordinates, business partners, and vendors.

EDUCATION AND/OR EXPERIENCE:

• Requires skills and abilities consistent with a four year college degree in Business or Marketing, or commensurate experience in customer service or sales related field.
• Seven to ten years work experience in customer service role for a high volume, multi-channel contact center.
• A demonstrable knowledge of customer service metrics, best practices and sound understanding of contact center workflow
•  Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

COMMUNICATION SKILLS:
Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors. 

COMPUTER SKILLS:
To perform this job successfully, an individual should have a thorough understanding of Microsoft Project and MICROSOFT OFFICE SUITE IS REQUIRED.

TRAVEL: Must be willing to travel as necessary.

The above description represents a general synopsis of the principal functions of the job and should not be construed as a comprehensive listing of all requirements that may be inherent in the job.

Equal Opportunity Employer

M/F/D/V

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.