TRC Talent Solutions Hiring for Director of Customer Service at Greensboro–Winston-Salem–High Point Area Full Time

TRC’s client is a leading retail furniture store looking for an experienced Director of Customer Service to join their team on a full-time, direct hire basis in the High Point-Greensboro, NC area.

RESPONSIBILITIES:

• Lead, mentor, and inspire a team of customer service managers and representatives; foster a positive and collaborative team culture focused on customer satisfaction.
• Develop and execute customer service strategies that align with company objectives; continuously seek opportunities for process improvement and efficiency.
• Identify key performance indicators (KPIs) and regularly assess team performance; set clear goals and performance expectations for the team.
• Ensure all customer interactions are handled professionally and, in a customer-centric manner.
• Implement customer feedback mechanisms to gather insights and make data-driven improvements.
• Provide ongoing training and development opportunities for the customer service team.
• Identify and nurture talent within the team; keep the team updated on product knowledge and industry trends.
• Establish and maintain quality assurance standards for customer interactions; monitor and evaluate customer service calls, emails, and chats to maintain high-quality standards.
• Manage the department’s budget effectively, optimizing resources for maximum efficiency.
• Oversee staffing, including recruitment, onboarding, and scheduling.
• Use data and analytics to make informed decisions and set strategic priorities; generate regular s on customer service performance, identifying trends and areas for improvement.
• Utilize technology to deliver faster communication, provide direct results, reduce costs, and improve customer outcomes.

REQUIREMENTS:

• Bachelor’s degree in business administration, management, or related field
• 7+ years of applicable leadership experience, preferably within customer service
• Proficiency in CRM systems other software applications; experience with Salesforce, NetSuite, and/or AI technologies is a plus
• Exceptional analytical and problem-solving skills with a focus on KPI development / management and strategic goal setting
• Strong business acumen with prior experience in financial management, planning, and oversight
• Prior experience in the furniture industry is a plus

BENEFITS:

• Direct Hire Opportunity
• Medical, Dental, and Vision Benefits
• HSA Options
• Generous PTO with Paid Holidays and Wellness Days
• 401(k) with Employer Matching
• Product Discounts
• On-site Wellness and Fitness Center