Senior Director, Network Reliability

About the role

Responsible for providing exceptional customer service through various channels including phone, email, chat, and social media. Manage multiple concurrent interactions, escalate issues when necessary, and ensure all customer inquiries are resolved promptly and satisfactorily.

Responsibilities

• Handle inbound and outbound calls, emails, chats, and social media messages from customers
• Resolve customer issues and inquiries efficiently using CRM tools and internal resources
• Evaluate customer needs and provide personalized solutions
• Escalate complex issues to supervisors or technical teams as needed
• Monitor and maintain high levels of customer satisfaction
• Follow up on customer interactions to ensure satisfaction and gather feedback

Requirements

• Bachelor's degree in a related field or equivalent work experience
• Excellent communication skills, both verbal and written
• Strong problem-solving and analytical skills
• Ability to multitask and prioritize effectively
• Proficiency in CRM systems and customer relationship management
• Experience with customer service software and platforms

Qualifications

• Minimum 2 years of customer service experience
• Experience with call center operations and customer interaction
• Knowledge of industry-specific terminology and best practices

Skills

• Customer service skills
• Technical skills (e.g., CRM, ticketing systems)
• Problem-solving abilities
• Time management and multitasking skills

Benefits

• Competitive compensation package
• Flexible scheduling options
• Professional development opportunities
• Health insurance benefits
• Retirement savings plan

Pay

Salary range: $40,000 - $60,000 annually

Schedule

Full-time position with flexible hours to accommodate customer demand.