Job Posting for Customer Service Director at Amerisleep
For more than a decade, Amerisleep has delivered Better Sleep for a Better Tomorrow to hundreds of thousands of satisfied customers across the globe. We take pride in providing friendly, helpful, in-house customer support and are looking to expand our growing team.
As our Customer Experience Director, you’ll lead a team of Customer Experience Agents, work alongside our Customer Service Manager and our CS Lead, and support all customer service operations. You and your team will be on the front lines for all questions and inquiries related to our products, service, and orders. You’ll oversee hiring, training, and create better processes for customer escalations, call flow, customer re-engagement, and more.
Responsibilities
Analyze call volumes, support ticket response times, refund rates, and more to drive better customer happiness scores.
Improve the efficiency and effectiveness of our customer service reps.
Collaborate with our retail teams on other customer-facing initiatives.
Build out better macros, workflows, and other documentation to make it easier for everyone to consistently deliver substantive customer interactions.
Hire and train additional customer service agents.
Work with new vendors to license different SaaS platforms and solutions to automate more of our processes.
Qualifications & Requirements
Availability for weekend and weekday hours are required.
Comfortable with G-Suite and Zendesk.
10 years of call center experience.
Experience in both retail and e-commerce settings.
Strong understanding of best customer service and sales practices.
Must be authorized to work in the U.S.
Benefits
Free mattress for qualified employees
Employee discounts on Amerisleep products
An entrepreneurial work environment that rewards and invests in high performers
Competitive compensation
Professional development and training
Free snacks and occasional catered food
Bonus structure
Private nap room
Two weeks of paid time off
Medical benefits options
Gym, swimming pool, and basketball court access on-site
Salary.com Estimation for Customer Service Director in Scottsdale, AZ
$169,128 to $235,850
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