Corporate Vice President, Customer Service

Ensures attention to customer requirements from the corporate level by developing customer-oriented corporate strategies, policies, and practices; monitoring customer service and support; directing staff.

Responsibilities include:
* Accomplishes customer service strategies by determining accountabilities; communicating and enforcing values, policies, and procedures; implementing recruitment, selection, orientation, training, coaching, counseling, disciplinary, and communication programs; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation strategies.

* Develops customer-oriented organizational strategies by contributing customer service information, analysis, and recommendations to strategic thinking and direction; recommending customer service objectives.

* Establishes customer-oriented operational strategies by evaluating trends; establishing critical measurements; determining production, productivity, quality, and customer-service strategies; designing systems; accumulating resources; resolving problems; implementing change.

* Develops financial strategies by estimating, forecasting, and anticipating customer service requirements, trends, and variances; developing action plans; measuring and analyzing results; initiating corrective actions; minimizing the impact of variances.

* Ensures customer satisfaction by monitoring design, development, testing, and applications; representing customers' points of view.

* Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

* Accomplishes customer service and organization mission by completing related results as needed.

Skills:
Emphasizing Excellence, Managing Processes, Financial Planning and Strategy, Promoting Process Improvement, Presentation Skills, Giving Feedback, Customer Focus, Understanding the Customer, Building Relationships, Decision Making, Coaching

 

Requirements IncludeBachelor Degree in Business or Marketing10-15 years of experience8+ years of management experienceManagement of a call centerHealthcare backgroundMaster's Degree preferred in healthcare related field8-10 years managing call center preferredBilingual Spanish/English a plus

 Working Conditions/Physical Demands

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, feel, talk, or hear. The vision requirements include: close vision, distant vision, peripheral vision, depth perception, and the ability to adjust focus.