Director of Support Services Hiring for Director of Support Services Job at Provo, UT Full Time

JOB SUMMARY

Responsible for the Customer Support team and the Account management team.

JOB GOAL

To ensure that team members have the ongoing support for their success in using Curve Hero.

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

• Responsible for daily operation of the customer service team.
  • Technology working to assist customers including phone system, Kayako and JIRA
  • Assist in managing technician schedule to meet requirements of customers
  • Ensure quality care provided to those that come in contact with the team
  • Proper documentation and escalation of issues ensuring that customer is informed of next steps until resolution is reached
  • Provide help desk resources and technical advice
• Responsible for daily operation of the account Management team..
  • Provide daily coverage for all aspects of the account management team including attrition, retention, ownership transfer and image configuration.
  • Provide daily coverage for the add-on sales line working with the team to resolve any pricing situations.
  • Assist in managing the retention and attrition of the current customer base.
• Improve customer service quality by evaluating and re-designing processes; establish and communicate service metrics; monitor and analyze results, implement changes
  • Provide metrics measuring team and individual performance
  • Provide metrics measuring Client satisfaction
  • Utilize to create goals and recommend action as needed
• Minimum of a bi-weekly review to measure performance of each direct report.
  • Inclusive of discussion of how indirect reports are performing
• Responsible for creating policies and procedures for the responsible teams.
  • Improve customer service quality by evaluating and re-designing processes; establish and communicate service metrics; monitor and analyze results, implement changes
• Oversee development of customer facing self help documents
  • New content added as deemed necessary
  • Update documents according to new features and change in features
• Oversee the customer attrition driving down attrition numbers
  • Reporting and review of attrition on a weekly basis.
  • Plan in place to resolve escalated offices that are at risk or pending termination
• Responsible for communicating strategy and policy to employees.
  • Upcoming changes in product and policies to be communicated and ensure training is provided
• Handle complaints and queries from customers and team.
  • Discuss concerns with escalated offices
  • Provide resolution and follow up until concern is resolved
  • Coordinate with the Curve Calgary team for resolution on escalated customer issues.
  • Escalation to VP of Client Services when deemed necessary
• Ensure that Customer Service and Account Management Team members are effectively reporting bugs, unresolved issues and enhancement requests to development
• Responsible for hiring, HR issue, salary decisions and vacation approvals for direct reports
  • Disciplinary matters of direct reports, review disciplinary matters for indirect reports
  • Final Sign-off on performance reviews for all direct and indirect reports
  • Recruitment / termination / resignations of direct reports
  • Oversight of processes for recruitment for direct report and indirect report positions
  • Ensure that monthly, 90 days and yearly reviews are completed in a timely manner
• Represent customer service team and clients in discussing current and potential issues, communicating business and financial impact
  • Provide documentation regarding biggest customer service issues or escalations
  • Assist in reviewing product and providing feedback prior to and after a release of a new version
• Serve as Customer Service liaison between multiple departments
  • Provide assistance across multiple departments in an effort to maintain excellent Customer Service
  • Work directly with the Development Team to resolve current customer issues and escalations
  • Work with the Implementation Team to successfully launch new offices through the Final Assembly stage

ADDITIONAL RESPONSIBILITIES

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 3 years previous customer service, call center or technical support experience
• Previous Management experience 3 years+ required
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred

KNOWLEDGE AND SKILLS

• Strong working knowledge of Windows and Mac OS
• Working knowledge of Internet technologies
• High knowledge of computer hardware, database structure and network troubleshooting
• Ability to multi-task handling questions effectively while working on projects
• Ability to complete assignments on tight deadlines

PHYSICAL ACTIVITIES

The physical demand described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The

employees is occasionally required to walk or move; use hands to handle, finger, or feel, reach with hands

and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities

required by this job include close vision, and ability to adjust focus.