Director of Customer Service

DirectSat USA is a dynamic and growing company headquartered in Blue Bell, PA, just outside of Philadelphia. DirectSat USA provides residential satellite installation and service support services to DIRECTV.  With a well capitalized and nationwide presence, DirectSat USA offers flexible staff deployment cross-country and unsurpassed quality control standards. 

 

Due to exceptional growth, we have a position in our Blue Bell, PA headquarters for an experienced Director of Customer Service.

 

This position reports directly to the Vice President.  To hit the ground running in this position, you must be a dedicated, dynamic, hands on manager who is organized, a natural leader, able to make quick and clear decisions and able to multi-task and delegate effectively. Candidate will manage the operations of multiple call centers which handles inbound customer calls 7 days a week in a dynamic service environment. You will be responsible for implementing programs which facilitate the delivery of outstanding service.  Experience in telecommunications industry strongly preferred.  A tremendous emphasis is placed on follow through and a positive, up-beat attitude. Your ability to work effectively under pressure is a must.

 

Critical responsibilities:Ensure quality customer service and availability on all inbound/outbound calling. Provide customer service leadership with regard to all facets of customer contact and operations analysis. Manage, direct and control all activities related to resources such as headcount, management information systems and training and development for the Call Center.Assist with the development and implementation of effective customer care strategies.Identify process breakdown points and partner with cross-functional teams to develop and implement solutions.Design and implement process improvements in partnership with related departments to maximize resources, improve operational efficiencies, and ensure the best experience for our customers.Set standards of performance for all levels of customer operations to promote sales and to meet established departmental goals. Develop and support tactical implementation of the annual budget and related call volume forecasting.Improve customer feedback mechanism and related work order processes to support product development, improve customer satisfaction, and retention.Perform other related duties as assigned.

 

Education/Work Experience:Bachelor's degree in business or related field7- 10 years general business management experience in telecommunications environmentExperience and knowledge of call center technologies, call traffic analysis, and call distributions.Able to use process development techniques to define and implement improvements in targeted areas.Financial and analytical skills both at a strategic and functional level.Outstanding interpersonal and communication skills.

 

DirectSat USA offers a competitive salary and benefits. We have a dynamic, team-oriented work environment, where each staff member contributes to the company's outstanding reputation of reliability and integrity.  Salary commensurate with experience.  Please send resume, with salary requirements to:

 

DirectSat USA

Attn: Resumes/Director of CS

1777 Sentry Parkway West, Suite 302

Gwynedd Hall

Blue Bell, PA 19422

 

edowney@unitekusa.net

 

EEO.  No phone calls please.