Imagine a company that believes whole-heartedly that it really is all about the customer. Now imagine that this company receives the vast majority of its monthly business via referrals from thousands of current clients. Then imagine yourself leading the team that is primarily responsible for this incredible achievement, taking them to even greater levels of personal and professional success.
We are that company...Are you that leader?
liveBooks provides innovative web-based solutions for dedicated photographers. We are a fast-moving company of 57 people, committed to hiring talented, innovative people. We seek individuals who strive to reach their full potential while having fun, and who possess a commitment to help clients do the same. We value integrity, careful listening and lifelong personal growth, and we’re convinced that the success of the company ultimately depends on the quality and happiness of our employees, so we’re making this an amazing place to work and grow.
Position Overview:
The liveBooks Customer Service Director has a commitment to providing customer service beyond expectations and is experienced in managing and building a world-class service department with an impeccable reputation. Exemplifying the talents and values of great leadership the Customer Service Director hires, trains, and motivates department staff to ensure that each customer is treated with the same level of care and service regardless of the issue. Working collaboratively across various departments to improve systems and create a strategic plan for scalability and growth. Your strong business acumen provides you the tools to develop and analyze the key metrics of the department in the context of the entire business. You also work closely with the product management team to ensure that each product release is positioned to meet the needs of liveBooks customers and image market. You are a key escalation point in resolving difficult client situations.
Responsibilities:
- Manage customer support staff to achieve total customer satisfaction through motivation, coaching and development utilizing Net Promoter Score and other similar tools;
- Continuously improve support department offerings and processes to ensure scalability;
- Implement client satisfaction surveys and provide analysis and reporting;
- Monitor client cases using salesforce.com;
- Recruit, hire, train and track performance of department staff;
- Provide forecasting reports to determine and develop adequate staffing and resources;
- Interface and build relationships with other departments to achieve efficient and effective problem resolution;
- Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding;
- Research and resolve complex customer issues. Intervenes when customer calls are escalated. Provides necessary follow-up to ensure customer satisfaction;
Requirements:
- Smart as a whip with a Bachelors’ degree in Business or related field.
- Minimum of five (5) years management experience in an inbound Customer Support call center environment with a technical slant to it;
- Documented experience in strategic planning and business analysis;
- Proven leadership skills
- Experience implementing customer support processes and tools that increase customer satisfaction and department efficiency;
- Ability to demonstrate creative and patient problem solving skills;
- Passion for Excellence balanced with passion for fun;
- Solid technical expertise in the areas of multi-media, email applications and Internet applications, search engines and configuration requirements;
- Knowledge about photography and the industry;
About liveBooks, Inc.
liveBooks, Inc. is the leader in on-demand Website creation, management and marketing services for photographers requiring a rich, image-intensive online presence. As creative professionals ourselves, the liveBooks team understands the passion behind our customers’ work and their need to easily upload, edit, market, send and sell images within a Website they can create within minutes without the need for programming or design skills. The liveBooks Website supports photographers’ creative vision with full-screen, high-quality images that download quickly, an intuitive navigation system based on input from photo buyers, and a professional design aesthetic to help develop their business.
TO APPLY: Submit your resume to jobs@livebooks.com
TO WOW US: Submit a well-written cover letter that succinctly tells us why you are the one.