Stamps.com

Director, Customer Care

Category
Customer Service/Support

Overview

The Director, Customer Care leads, mentors, and develops the Customer Care teams for 3 of our brands in 3 different locations. This position reports to the Vice President of Customer Care.

 

The Customer Care organization’s purpose is to support our ever-growing population of customers through providing top notch customer service and technical support assistance.

 

With nearly 650,000 monthly subscribers, Stamps.com™ is the leading provider of Internet-based postage solutions. Stamps.com was the first company to be approved by the U.S. Postal Service® to offer a software-only postage service that lets customers buy and print postage online. The Company targets its services to small businesses, home offices and online retailers, and currently has PC Postage partnerships with Avery, Microsoft, HP, the U.S. Postal Service and others. Stamps.com is a publicly traded company on the NASDAQ under the symbol STMP.

Responsibilities

Primary Objectives:

 Drive the accomplishment of the Customer Care Vision, Mission, and Value Statements.

  1. Directly lead, develop, and mentor the performance of a team of 4 coaches and 2 managers.
  2. Ensure superior customer service delivery to the organization’s customers.

 

Essential Position Duties:

  1. Support the accomplishment of the Customer Care Vision, Mission, and Value Statement.
  • Develop and implement both long term and contingency plans to ensure maintaining customer service SLA’s during periods of unanticipated operational disruption.
  • Independently make quick, accurate, and appropriate decisions regarding service recovery, staffing and management issues that arise.
  • Create and maintain processes and re-engineer/streamline to reduce costs, hand-offs and eliminate customer/team member pain points.
  • Use cross-functional teams to generate and implement quality improvement ideas

 

  1. Directly lead and drive the performance of a team of 4 coaches and 2 managers within the Technical Support and Customer Service teams for 3 of the organizations brands located in El Segundo, Mountain View, and St. Louis.
  • Lead:
    • Support all change management activities and champion new initiatives, products, etc. to seamlessly integrate into the servicing environment.
    • Serve as one of the spokespersons and ambassadors for the Customer Care organization.
    • Encourage employee teamwork to generate and implement individual and team's best ideas.
    • Assign and delegate projects concentrated on the improvement of processes, services, and ensuring accountability to KPIs.
  • Develop:
    • Set goals, objectives, and performance expectations for each team member.
    • Deliver frequent feedback to each team member on their performance.
    • Provide team with necessary tools, resources and training to meet or exceed performance goals/KPIs.
    • Coordinate annual reviews and an ongoing rewards and recognition programs.
  • Mentor:
    • Coach and counsel personnel and provide guidance to team on customer service and performance issues.
    • Relating well and showing sensitivity to others by listening effectively to them; building an appropriate, constructive, and effective rapport.
    • Encouraging ideas to come from all levels, implementing them where appropriate; recognizing contributions and giving credit where due.

 

  1. Ensure superior customer service delivery to the organization clients
  • Develop processes to increase customer retention and reduce customer churn
  • Develop and maintain metrics-driven culture of continuous improvements.

Qualifications

Required Education and Experience:                                                              

  • Bachelor’s degree, MBA a plus.
  • Eight (8) years or more experience directly managing a medium sized Call Center environment (50-150 seats), including hiring, managing and developing a high-performance team.

Computer/Software/Application Proficiency:                                                   

  • Must be proficient in Microsoft Word, Excel, Outlook and PowerPoint.
  • A working knowledge of call center technologies and performance measurement systems, able to conduct on-going assessment of their effectiveness. This includes telephony systems.

Skills and Knowledge:

  • Must have solid understanding of customer care and possess very strong communication skills, both verbally and written.
  • Must be tactical as well as strategic and proactive; competent in managing the day-to-day, but understanding the core focus is to continually drive improvements, while planning for the future.
  • Must have experience with data management/analysis and have a strong technical aptitude (critical thinking skills, problems solving skills are key).
  • Must demonstrate a talent for leadership.
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude.
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Superior oral and written communication talents with keen listening abilities.
  • Demonstrated planning & organization and judgment with the ability to accomplish goals with limited direct supervision.
  • Solid time management skills with the ability to work in a fast-paced, entrepreneurial, results-oriented culture.
  • Ability to work in ambiguous and dynamic work environment; is comfortable with risk and uncertainty.
  • Ability to handle escalated issues in a professional manner.
  • Ability to effectively delegate and monitor work.
  • Ability to analyze information to identify action plans and communicate findings effectively.
  • Able to analyze a situation for effective problem solving.
  • Able to keep emotions under control when facing adversity.
  • High energy - with a strong sense of urgency, enthusiasm and commitment to excellence and the highest standards consistent with the company’s culture and reputation for quality
  • Strong hands-on and in-the-details involvement.
  • Self-motivation, high integrity, flexibility, and adaptability.
  • Team player, willing mentor.

Travel Requirements:

  • Approximately 35% (2-4 days per month)

 

EOE/M/F/Vet/Disability

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