Director, Client Services Reply.com
THIS JOB HAS EXPIRED Position Summary:
The Director, Client Services is primarily responsible for maintaining effective customer service for all internal and external AgentConnect and RealtyNow customers by utilizing excellent, in-depth knowledge of Reply! Inc. products and programs as well as team members within the Client Service Department.
? Must have experience managing a client service team responsible for setting and meeting customer expectations.
? Must have excellent relationship management, sales, problem solving, and analytical skills, combined with strong business judgment and top communication skills
? Identify opportunities for product, program, and process improvement, with a focus on driving significant revenue growth
? Manage evolving client expectations, needs and priorities, and collaborate with other business managers to insure effective integration and service delivery capabilities and priorities.
? Must have extensive experience setting and exceeding customer expectations in a fast paced online business
? Must have strong quantitative, analytical and problem solving skills.
? Commitment to company values.
? Excellent interpersonal and communication skills.
? Leadership: a demonstrated ability to lead people and get results through others.
? Planning: an ability to think ahead and plan over a 3-9 month time span.
? Management: the ability to organize and manage multiple priorities.
? Problem analysis and problem resolution at a functional level.
? Being honest, and ethical with a strong work ethic
? Willingness to take on responsibilities and challenges
? Being open to change (positive or negative) and to considerable variety in the workplace.
? Job requires accepting criticism and dealing calmly and effectively with high stress situations.
? Persistence in the face of obstacles.
? Develops and implements procedures pertinent to the effective and efficient operation of the Client Service Department
? Develop Service Level Agreements (SLA?s) and standard practices regarding customer interaction and expectations
? Work closely with Senior Director of Sales to align revenue targets within the larger framework of the company.
? Have a strong focus on service, and specifically focused on exceeding customer expectations and providing a positive customer experience.
? Will act as the primary check and balance between customer service and sales teams.
? Will identify gaps in best practices and product features, participating in definition of product direction.
? Inspect and Adapt....identify areas where we can make improvements and deliver results that meet or exceed customer expectations.
? Monitors AgentConnect and RealtyNow procedures to ensure on-time delivery and customer satisfaction.
? Maintains in-depth working knowledge of Reply! Inc. systems and processes.
? Provides feedback to Reply! Inc. Executive team regarding AgentConnect or RealtyNow service failures and customer concerns.
? Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
? Works continually towards self-development to stay current on client service, sales and supervisory procedures & practices.
? Assists Client Service Reprenatives, Real Estate Agents, and Regional Sales Executives, Managers, or Directors in troubleshooting that requires special handling.
? Responds to customer inquiries and problem solving in a professional and effective fashion.
? Acts as a resource in resolving customer issues brought to the Client Service Department by utilizing excellent Reply! Inc. process knowledge and strong skills in negotiating and selling.
? Performs other related duties as assigned.
||12667 Alcosta Boulevard |
San Ramon, CA 94583
THIS JOB HAS EXPIRED