Career Opportunities

Client Services Director

Summary

The Director – Client Services proactively supervises, plans, organizes and coordinates the activities and operations of the Client Services Department; for implementing plans and strategies that support the goals and objectives of the Company; and develops and standardizes processes and procedures.

Primary Responsibilities

1. Supervises, coaches, trains, and evaluates employees in the Client Services department.
2. Develops and implements a dynamic Client Services strategy that will build and support the company brand and to reinforce organization’s image.
3. Responsible for the overall strategic direction of the department to ensure that key performance indicators of the group are achieved.
4. Monitors programs and procedures to ensure on-time delivery, customer satisfaction and the effective and efficient operation of the department.
5. Establishes performance standards to meet service goals of company.
6. Provides feedback to the company regarding service failures or customer concerns.
7. Provides feedback to Operations and the Sales teams to ensure all customers have accurate and timely information on Coaching status and/or changes.
8. Assists Customer Service Representatives in troubleshooting Coaching requirements that require special handling; acts as a resource in resolving customer issues.
9. Responds to client inquiries and problem solves in a professional and effective fashion.
10. Provides feedback to Coaching Services regarding Coach performance.
11. Coordinates activities among Client Services, Coaching Services, Events and Accounting.
12. Ensures signups to Client Events.
13. Attends and supports company-sponsored events, as required.
14. Attendance and on-time reporting.
15. Maintains compliance with company policies, practices and procedures.
16. Participates in proactive efforts to achieve departmental and company goals.
17. Works effectively and communicates clearly with other employees.
18. Handles changing deadlines and priorities.
19. Reviews employees’ and own work for accuracy, completeness and proper authority.
20. Other duties as assigned.

Supervisory Responsibilities
Regularly leads and directs employees in the Client Services departments. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Education and/or Experience
Bachelor’s degree required; MBA a plus.
Plus seven to ten years’ customer service leadership experience with a demonstrated record of high performance for team development and goal achievement

Other Skills and Abilities
• Must be able to manage, organize and update relevant data using CRM software system (Salesforce)
• Strong process knowledge and strong skills in negotiating and selling
• Experience leading people in a rapidly expanding, fast-paced, results driven environment
• Experience collaborating with technical groups to resolve customer issues in a timely manner
• Communicate and engage employees to create a great place to work

Language Skills
Fluent English languages skills – reading, writing and spoken. Ability to read, analyze, and interpret documents such as technical procedures, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

Computer Skills
Strong working knowledge of Microsoft Office applications, including intermediate to advanced skills with Excel, Salesforce or other CRM.

Mathematical Skills
Able to calculate figures and amounts such as discounts, interest, commission, proportions, and percentages.

Planning and Organization
• Must possess excellent follow-up skills
• Must be detail-oriented in dealing with contracts and records
• Ability to multi-task, prioritize and manage time effectively
• Ability to manage multiple priorities and aggressive time lines
Physical Demands
This is sedentary work which requires the following physical activities: reaching, sitting, lifting (≤25 pounds), finger dexterity, grasping, feeling, repetitive motions, talking, hearing and visual acuity.

Work Environment
• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• The office work environment can be boisterous.
• Attire is business casual.

Travel
Minimal overnight travel (up to 10%).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Local candidates only.

Tom Ferry is an EEO.
Tom Ferry participates in E-Verify.
All offers are contingent upon receiving acceptable results from a pre-employment background check and drug test.

Please review all position details before applying to TomFerry.

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