Customer Service Director
Company: ATAVAS, INC
Location: Alpharetta
Posted on: May 16, 2022
Job Description:
Job DescriptionCustomer Service Director - AtlantaSummaryOur
client is the world leader specializing in the design,
manufacturing, of ruggedized large format LCD displays for outdoor
applications worldwide. Their underlying foundation is based on
engineering disciplines comprised of mechanical, electrical,
systems, optical, software, PCB layout, production, and test. Their
recent expansion in sales has led to the need for a Customer
Service Director in the Alpharetta office. This is an in office
position.We are seeking a suitable person to manage the customer
service team of 10 people.This individual will be expected to lead
by example which will include communication with customers, ongoing
training to learn about product and train to train their team,
working closely with the executive team, making the customer feel
like they are important, promptly, and accurately responding to CS
tickets, coordinating field techs, preparing for field repair trips
with customer, verifying parts are routed internally and will be
completed in time for requirement.Responsibilities
- Self-motivated.
- Provide on-site, email, and telephone troubleshooting support
on all Digital Display
- Onboarding customers to customer service Portal.
- Emailing, Meeting, and speaking with customers regularly
- Proactively monitor customer displays using proprietary
monitoring system
- Assess and respond to situations where standard procedures have
failed in fixing problem equipment or software
- Communicate clear and concise written step-by-step instructions
to customers
- Function in a fast-paced environment with weekend and evening
work
- Learn highly technical products quickly and effectively
- Assist documentation team in writing knowledge base
articles
- Responsible for providing timely customer requested price
quotes
- Manage the in-house customer service team and field technicians
around the US in their day-to-day activities.
- Train new customer service employees.
- Create and implement policies and procedures for dealing with
customers and ensure that all interactions run smoothly.
- Be well versed in de-escalation tactics to keep customers
happy.Requirements
- Demonstrate strong leadership qualities
- Excellent customer service skills
- Very motivated and determined to succeed.
- Be a mentor.
- Be able to adapt to situations
- Find the right solution to problems.
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Strong communication skills written and verbal
- Ability to manage multiple issues while rapidly responding to
customers and effectively solving problems
- An eye for detail
- Abundance of patience
- Be able to plan workload effectively
- Comfortable working with upper management
- Superb listening skills
- Ability and willingness to fully document all steps of problem
solving in the ticket
- Ability to lift 50+ pounds
- Travel to on-site installation / repair
- 5 years' experience in a Technical Support or related role
- Work unsupervised in a remote location.Experience Preferred
- B.S. in business administration or a related field
- 5-10 years minimum of experience working in customer
service
- Minimum of 3-5 years in a supervisory position
- Basic TCP/IP, Ethernet, and standard communication
protocols
- Office 365 – SharePoint, email and other office software
- Basic Python and other scripting languages
- LCD technology
- Low voltage systems
- Zendesk or similar ticketing systems
- Must be fully vaccinatedThe role will be based in Alpharetta,
GA.
Keywords: ATAVAS, INC, Alpharetta , Customer Service Director, Executive , Alpharetta, Georgia
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