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Director of Customer Care

Company: DS Services of America, Inc.
Location: Lakeland
Posted on: May 16, 2020

Job Description:

Overview of the Director of Customer Care

The Director of Customer Care serves as a member of the Customer Care Center leadership team ensuring the overall performance of the Customer Care center meets business requirements. He/she will collaborate with his/her operational peers to define vision, strategies, and tactics that focus on a balanced scorecard of: Employee Experience, Customer Experience, Process Efficiency and Financial Growth. The Director of Customer Care will foster a culture of engagement for all Employees to help decrease Employee turnover, build business acumen, promote employee development and facilitate succession planning. He/she will partner with other parts of the company to drive an exceptional experience for customers in all channels and touchpoints. Improving processes to increase efficiencies and effectiveness will be part of the responsibility of The Director of Customer Care. He/she will build and execute a revenue generation strategy for cross-sell/up-sell while meeting or exceeding budget commitments. The Director of Customer Care will be responsible for leading in an omni-channel environment that consists of phone (inbound & outbound), email, case/task management, chat and social media. He/she will direct all activities related to Customer Service and Office of the President to meet and exceed performance metrics. The Director of Customer Care will coordinate/lead business and operational projects with various departments within DS Services and Primo Water Corp.

Primary Responsibilities

* Care Center.
* Instills an employee focused culture where employees are motivated, inspired, and developed to achieve best-in-class customer satisfaction results.
* Establishes and implements priorities, performance goals and objectives to ensure group results for his/her assigned area(s) of responsibility.
* Assists the Vice President of Customer Care in building strategic plans to improve and enhance Customer Care performance.
* Directs and evaluates individual/team performance to take appropriate action to meet and/or exceed performance standards for Customer Care, DS Services and Primo Water Corp.
* Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within Customer Care, DS Services and Primo Water Corp.
* Ensures that top talent is hired and retained for Customer Care.
* Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
* Maintains knowledge on current and emerging developments/trends (i.e., new technology/customer efficiencies) and collaborates with management to incorporate new trends and developments in current and future solutions.
* Instills a customer-centric philosophy and attitude with employees to build working relationships with internal and external customers ensuring customer retention, satisfaction and loyalty.
* Interfaces with members of senior management team to ensure relationships are developed to provide cohesive communications.
* Provides direction on staffing strategies and forecasting to improve performance in the Customer Care Center.
* Reviews a variety of meaningful reports to understand the business and make data-driven decisions to drive employee satisfaction, customer satisfaction, streamlined processes, revenue generation and cost reduction.
* Uses a business process management approach to identifying gaps in current processes, documenting future state processes and executing on future state process to drive improved performance.
* Utilizes project management to successfully document, drive and execute on major projects and initiatives.
* Identifies opportunities and executes change to develop a consistent, scalable service model which provides a sustainable competitive advantage.
* Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects for his/her assigned area(s) of responsibility.
* Builds organizational capabilities within Customer Care.
* Performs other functions as assigned.


* Bachelor's degree in a related field and/or equivalent work experience.
* A minimum of 8-10 years' experience in a Customer Care Center environment.
* A minimum of 5 years in a Director of Customer Care role or higher.
* Experience managing cross functional efforts involving quality, training, analytics and technology.
* Experience with Six Sigma, Lean, or other Continuous Improvement methodologies.
* Must have fundamental working knowledge of ACD, IVR, WFM, call monitoring and learning & development technologies.

* Prior sales experience; up-sell/cross-sell, b2c and b2b outbound sales and appointment setting management roles.
* Excellent written, verbal, interpersonal communication, negotiation, problem solving and analytical skills.
* Exudes the ability to lead, inspire, motivate and influence others to achieve.
* Results-driven, action-oriented, and self-motivated mindset.
* Experience working with CRM and customer support systems

Who We Are

DS Services is a national direct-to-consumer provider of bottled water, office coffee and water filtration services. DS Services offers a comprehensive portfolio of beverage products, equipment and supplies to approximately 1.5 million customers through its network of over 210 sales and distribution facilities and daily operation of over 2,100 routes. With one of the broadest distribution networks in the country, DS Services can provide service to approximately 90 percent of U.S. households and efficiently services homes and national, regional and local offices. DS Services is dedicated to achieving its mission of becoming America's favorite water, coffee and tea service provider where consumers live, work and play. Please visit our website for more information about DS Services. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: DS Services of America, Inc., Lakeland , Director of Customer Care, Executive , Lakeland, Florida

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