Director of Customer Service

Job not on LinkedIn

🕒 May 8

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $100k - $120k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Lightology

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛒 Retail

Retail

Lightology is a premier destination for modern lighting, offering a wide range of products from chandeliers and pendants to commercial and outdoor lighting. With a showroom in Chicago and a comprehensive online store, Lightology caters to both residential and commercial customers, providing design services and expert consultation. They emphasize modern aesthetics and innovation with a selection of products that blend artistic flair with functional design. Lightology is recognized for its commitment to high-quality, stylish lighting solutions.

📋 Description

• Develop effective strategies to manage customer relationships, anticipate customer needs and guide our team through escalated customer service issues. • Provide leadership through effective communication of vision, active coaching and development while comparing customer service results to goals and taking appropriate action to correct when necessary. • Define all customer interactions and develop processes that will provide exceptional customer experiences with each interaction. • Implement AI based tools to enhance customer experience while increasing employee productivity. • Develop CRM functions incorporating our sales channels (in-store, website, webchat, phone and email). • Resolve escalated customer experience issues appropriately, document issues, and train employees on best practices for solutions in the future. • Ensure departmental functional execution including customer/member assignment, customer compliance, pricing and costing maintenance, sales order processing, proposals, and overall departmental processes.

🎯 Requirements

• Experience leading teams of customer service in an e-commerce environment. • 8-10 years of progressive responsibility in service leadership positions • Experience with implementation of AI tools in a customer service environment. • Experience working with NetSuite a plus

🏖️ Benefits

• Health, Dental, and Vision Insurance enrollment on the 1st of the month after 30 days of employment • 401(k) Retirement plan after 6 months of employment. • Up to 80 hours of accrued Vacation Paid Leave, prorated your first year. • State and locally-regulated Paid Sick Time. • Paid Company Holidays, after 30 days. • Short Term, Long Term Disability, Life, and AD&D optional Insurance benefits the 1st of the month after 30 days of employment. • Company-sponsored Life with AD&D Insurance Coverage. • Optional Enrollment in Health Care and Dependent Care Flexible Spending Account (FSA).