We are seeking a highly motivated and experienced CSR Director to lead our Customer Service Representative (CSR) team. As a CSR Director, you will be responsible for managing the overall customer service operations, ensuring high customer satisfaction, and developing strategies to improve our customer service processes. You will work closely with senior management to align customer service strategies with business goals. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and driving continuous improvement.

Responsibilities

• Develop and implement customer service strategies and goals
• Oversee the day-to-day operations of the CSR team, ensuring efficient and effective service delivery
• Monitor and evaluate customer service metrics to identify areas for improvement
• Establish and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams
• Lead and develop a high-performing CSR team through coaching, mentoring, and performance management
• Collaborate with cross-functional teams to optimize processes and enhance customer service experience
• Stay up-to-date with industry trends and best practices to drive innovation in customer service operations

Requirements

• Bachelor's degree in business administration or related field
• Proven experience in a similar role, preferably in a customer service or call center environment
• Strong leadership and interpersonal skills
• Excellent problem-solving and decision-making abilities
• Exceptional communication skills, both verbal and written
• Analytical mindset with the ability to interpret data and make data-driven recommendations
• Proficiency in customer relationship management (CRM) software and other relevant tools