Director, Customer Relations Job in Bee Cave 78738, Texas US
Director, Customer Relations
Austin, TX
Who We're Looking For: Right now, we're looking for a Director, Customer Relations who is responsible for overseeing our customer service and product support functions for the organization. Responsible to help develop and implement programs for customer Website and Technology Support, VIP Services and Customer Assist strategies. This person will report to the Vice President of Operations-Austin.
Responsibilities:
• Manage all aspects of TRUECar's Customer Service Center operations
• Develop and standardize Company CSC policies, processes, and objectives to consistently improve customer service effectiveness and business results.
• Implement "Best in Class" training program to grow and retain associates
• Coordinate communication and training for new partner and product enhancements to ensure CSC staff is aware, educated and able to effectively communicate and support.
• Create, organize and define clear measurements for success at every level of the customer relations department to support industry-leading results.
• Maintain up to date knowledge of automotive industry and technology solutions.
• Provide feedback and specific recommendations to management for how to improve TRUECar's customer experience.
• Identify best practices from other industries to challenge traditional thinking about new service levels and provide new tools and techniques.
Qualifications:
• Proven track record of building teams, managing successful call center operations and improving customer service while maintaining a hands on approach.
• Minimum 8 years experience in Call Center Management. Bachelor's degree required, MBA preferred.
• Customer fixated
• Self-directed, rolls up the sleeves and overcomes obstacles
• Engages in problem solving activities regularly and autonomously
• Sets, pursues and follows-through with achieving goals with a sense of urgency
• Demonstrates confidence and assertiveness in an interpersonal manner
• Excellent communication skills, both verbal and written
• Collaborative attitude and desire to contribute outside primary areas of responsibility
• Well organized with good attention to detail
Great People Deserve Great Benefits: Yes, we're on a mission to reinvent how cars are bought and sold. And yes, we know our employees fuel our success. So we put a premium on the best talent and reward our people with a highly competitive salary and a wealth of amazing benefits including company equity, 100% paid family medical, dental, vision, and a healthy 401(k). We'll also throw in gym memberships, 12 holidays, career training, three weeks PTO and much more. All in the name of attracting the brightest and keeping the best.
A Word About Our Culture: Our new office in Austin symbolizes the direction we're headed to as a company; work hard and play hard. A world-class executive team who want to make a difference and associates who share their vision lead us. Invention and open collaboration are highly valued, and we encourage innovative thinking that drives great ideas across the entire organization. We utilize the latest web technologies to solve challenging problems, create powerful web applications from the ground up, and work hard to provide an outrageously good experience for both our customers and the people who work here. If this sounds like the kind of place where you want to spend your valued time, then check us out at TrueCar.com. We want to hear from you.
Make the Connection: Send us your resume, cover letter, and links to some of your greatest projects. We'll be in touch.
