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