Manager - Customer Support
Jet Support Services, Inc. (JSSI)
Director, Customer Service
Perry Homes
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Foster a customer-first culture and scale customer support to impact revenue growth.
- Oversee a strong, flexible and engaged customer service team aligning with company expectations and satisfaction targets.
- Implement and deliver processes and capabilities to ensure continued customer satisfaction.
- Partner with other leaders to identify, prioritize, and optimize new capabilities, programs, and other enablers of the customer experience.
- Understand operational efficiency requirements and continuously improve them.
- Communicate regularly with senior management on customer expectations and warranty issues.
- Collaborate with cross-functional teams to develop solutions to warranty problems and ensure a seamless homeowner experience.
- Champion and leverage customer insights, analytics, behavioral research, and customer journey mapping to understand customers’ experience.
- Provide strategic direction for tools and technology to support the implementation of analytic programs.
- Directly supervise the Warranty team and perform other duties as assigned.
Requirements
- High School Diploma or equivalent required; college degree preferred.
- Requires 10+ years in CRM, loyalty, or customer satisfaction, with a focus on driving data-driven and targeted experiences.
- Demonstrated computer skills including a working knowledge of MS Office products, including Outlook, Excel, Word, and PowerPoint.
- Regular, predictable attendance is an essential function; must be available to work full workdays Monday through Friday and other hours as needed.
- Physical demands: occasional standing; use hands/fingers; write; sit; use a computer; reach; climb; stoop; kneel; crouch; crawl; talk and hear; lift/move up to 25 pounds (rarely up to 40 pounds); visual perception, depth perception, and ability to adjust focus.
- Ability to work primarily in an air-conditioned office environment and occasionally in non-air-conditioned outdoor environments.
