Call center director Jobs in Memphis, TN

Customer Success Manager

Our Customer Success Manager leads and empowers our Customer Success Representatives (CSR’s) and Dispatch Success Representatives (DSR’s) to build long-lasting relationships, maintain and expand the customer base, and meet company goals through delivering exceptional service to all they interact with.

Objective

To make every customer an advocate of the company—a customer who will speak highly of the services and recommend them to family, friends, and neighbors. All staff members are responsible for building and maintaining strong, long-lasting customer relationships where customers’ needs and expectations are met each and every time they interact with the company.

Essential Functions

• Provide strong leadership to team members, fostering a culture of accountability, effective communication, and continuous improvement.
• Recruit, develop, train, and mentor CSR’s / DSR’s to deliver exceptional customer service and exceed customer expectations.
• Hold bi-weekly CSR meetings to promote team building, collaboration, and open dialogue.
• Attend and participate in monthly department meetings, focusing on team development and strategies to refine customer service practices, such as script modifications or additions.
• Coach and support staff across the organization to achieve performance objectives and customer satisfaction.
• Manage and resolve customer conflicts with professionalism and efficiency.
• Develop strategies to identify and pursue new opportunities with existing clients, including up-selling and cross-selling.
• Conduct periodic follow-up calls to customers to measure satisfaction and gather actionable feedback.
• Communicate customer issues and opportunities to relevant internal teams to drive improvement.
• Oversee staff scheduling, ensuring optimal coverage for assignments, rotations, and shift needs.
• Review daily work orders and recorded customer interactions to identify training opportunities and enhance team performance.
• Escalate customer concerns as needed and document all contact, actions, and resolutions in customer records.
• Maintain a comprehensive understanding of company products and services to effectively support staff and customers.
• Establish and nurture productive, professional relationships with key account contacts.
• Prepare reports and correspondence as needed.
• Demonstrate and model exemplary customer service at all times.
• Perform other duties as assigned by Executive Management.

Qualifications