Candidate Solutions Director
Job Opportunity at Clique Hiring Solutions, LLC

Posted on Aug 9

http://www.cliquehiring.com    4802239049

Location: Chandler, AZ
Job Type: Full Time
Job ID: W4139810

We represent a dynamic subscription portal that is set to launch in the 1st QTR of 2018. Our client is currently looking for a Candidate Solutions Director who will help create an engaging and informative experience on throughout out the portal.  Additionally, the Candidate Solutions Director (CSD) is the primary customer contact and supervisor overseeing the customer service and experience on the website. The CSD is responsible for creating a "wow" customer experience. The Candidates Solutions Director is a key leader in our customer service organization, serving between our front line representatives and operational leadership and reporting directly to the CEO/CMO.

The CSD leads a team of 3-6 Candidate Solution Representatives in their everyday task of answering phones, chats, and emails and is there to ensure that the  team meets customer service goals in the areas of efficiency, satisfaction, and quality assurance. He or she is the main point of contact, the chief coach, and, above all, the premier inspire of all people under his or her care, challenging direct reports to excel in their customer service work and grow company’s reputation for exceedingly awesome customer care.

Duties Include:

  • Assist candidates in maneuvering throughout the portal

  • Champion customer responsiveness and issue resolution

  • Manage training sessions for CSR

  • Oversee the Candidate Solutions Coordinator and provide input and solutions for issues as they come up

  • Manage the CSR team members including hiring and training

  • Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Sales, Marketing, IT and Finance

  • Contribute to the overall marketing initiatives of the portal

  • Develop methods of account management that allow for continuous improvement in customer satisfaction

  • Build strong customer relationships and explore opportunities for growth

  • Assist in identifying revenue opportunities within the framework of the organization-wide strategy

  • On board customers and drive the initial implementation and integration of profiles while effectively managing customer expectations

  • Regularly monitoring the progress of direct reports according to set goals and managing their fulfillment/surpassing of those goals

  • Mentoring and coaching direct reports in their respective job duties and meeting regularly to review and communicate performance goals

  • Communicating policies, procedures, and practices among direct reports and ensuring their implementation

  • Working with other Supervisors and with the CEO/CMO to implement important departmental and company policies

  • Serving as a cheerleader and inspiration-giver for all direct reports


Requirements:

  • Bachelor's degree in Marketing

  • At least 3+ years experience as a customer service leader/team lead

  • Training experience a plus

  • Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner

  • Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint

  • Demonstrates outstanding customer contact at all levels within the customer's organization

  • Demonstrates ability to lead, work independently and take initiative to meet established timelines

  • Outstanding project management, follow-through and attention to details required

  • Ability to communicate customer needs while prioritizing with organizational goals and initiatives

  • Professional, outgoing, energetic personality with excellent interpersonal and presentation skills

  • Ability to understand customer's and supplier's business to provide a competitive advantage

  • Must be able to handle multiple priorities and work with multiple accounts to ensure solution

  • Recognized expertise in customer service in at least phone, chat, and/or email

  • Extraordinary and savvy people management abilities

  • Exceptional communication skills, both verbal and written

  • A proven ability to coach and mentor others and inspire them to do their very best

  • A keen understanding of excellence and the ability to inspire others with passion for quality

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