Director of Customer Service
![Director of Customer Service Jobs in The State of Oklahoma Director of Customer Service jobs in The State of Oklahoma](https://www.liveopenings.com/wp-content/uploads/New-Job-Logo.jpg)
- Up to $145,000.00 based on education and experience.
- Create efficiencies through leveraging technology, including Artificial Intelligence to produce operational efficiencies.
- Plans, budgets, organizes, oversees, coordinates, and manages the day-to-day operations including personnel management, budgeting, and other related administrative functions of the Customer Service Division
- Ensure high levels of customer satisfaction supporting the traveling public by providing easy accessibility to customer account management, addressing and resolving complex customer issues and complaints promptly and effectively.
- Drives the effective use of Customer Service resources to maximize productivity and customer service, while ensuring process improvement, quality, efficiency, and error-reduction initiatives for Call Center operations, and customer service delivery.
- Establishes performance metrics for customer service representatives and establishes service levels including requirements for the division.
- Develops and oversees department performance measures, ensuring that they are consistently achieved, and sufficient resources are available to provide the highest level of customer service.
- Lead, mentor, and manage the customer service team, including managers, supervisors, and representatives. Foster a positive and productive work environment.
- Oversees quality assurance program, monitors employee performance provides feedback, and ensures procedures are continuously reviewed and updated as necessary.
- Oversee training and development program for the customer service team to enhance their skills and knowledge.
- Develop and implement customer service strategies aligned with OTA’s goals and objectives. Identify opportunities for service improvements and innovation.
- Prepares Customer Service Division budget, monitors expenses, and provides effective cost control oversight.
- Work closely with other OTA divisions to ensure a seamless customer experience assisting in developing innovative technical and non-technical solutions.
- Manages multiple facets of the business maintain tasks, develops timelines, allocates resources, and executes tasks and resources to complete projects on time.
- Represent the Authority in contacts with public officials, authority members, contractors, peers, industry professionals, and the general public, answering questions, providing assistance, and resolving problems in relation to all customer service matters.
- This position works in a comfortable office setting with a computer for a large percentage of the workday.
- Frequent in-state travel to remote service center locations
- The noise level in the work environment is usually mild.
- This position is not eligible for remote work.
- A bachelors degree and five years of professional call/contact center management, customer service, or related professional experience, including two years of experience in a supervisory or managerial capacity or an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education. No substitution for the required supervisory/managerial experience.
- Tolling industry experience and All Electronic Tolling (AET) systems and processes is preferred.
- Vendor management experience
- Benefit allowance based on dependents that are covered on health insurance.
- Several health, dental and vision options for both employees and employees + dependents.
- 11 paid Holidays, 15 days of Vacation and 15 days of Sick Leave per year.
- Retirement Savings Plans.
- Longevity Pay, based on the employee’s years of service.