Director of Customer Experience
Stouffer Legal
- Towson, MD
- $95,000-115,000 per year
- Permanent
- Full-time
- Lead daily customer service team meetings Monday through Friday 8am to 9am (5 hours a week)
- Review and analyze daily customer service metrics and key performance indicators (KPIs), and input into reporting software (5 hours a week)
- Listen to inbound and outbound phone calls and complete call scoring, as well as listening to customer feedback, to create/improve training for the team (4 hours a week)
- Complete weekly 1-1s with each of your direct reports (4-6 hours a week)
- Attend weekly senior leadership team meetings (2 hours a week)
- Lead weekly customer service team meetings (1 hour a week)
- Attend weekly meeting with marketing (1 hour a week)
- Attend prospect workshops to ensure consistency in delivery and engagement (3 hours a month)
- Review and improve our call scoring system
- Implement and measure standard call center metrics - call handling time, average time in queue, service level, abandonment rate, speed of answer, etc.
- Build out measurable process improvements within the CX function
- Identify phone system equipment upgrades and implement new equipment and software
- Review and update current policies and procedures/expectations for customer service department employees
- Review and evaluate the current team to determine job fit
- Create and implement secret shopper program
- Relocation package available
- Eligible for benefits upon start date
- Health Insurance (CareFirst) with 50% company contribution
- Dental and Vision Insurance offered
- Short-term and Long-term Disability Insurance 100% paid by company
- Basic Group-Term Life Insurance 100% paid by company
- 401k Contribution with 4% match, no vesting period
- Pay day twice a month on the 7th and 21st
- Direct Deposit Available
- Paid-time off starts at 15 days per year and increases with tenure
- 3 weeks paid parental leave
- 7 paid holidays
- Employee discount
- Paid training
- Submit application
- Phone interview (10-15 minutes)
- Virtual (Microsoft Teams) interview (30 minutes)
- Complete candidate assessments (emailed to you)
- In-person interview (90 minutes)
- Job offer and completion of pre-employment reference checks, etc.
- You're hired! Target Start Date on or before 6/17/24