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Job Information

SHRM Director, Customer Care in Alexandria, Virginia

Overview

The Customer Care department handles the approximately 250K phone and email inquiries generated annually by members and customers. The department’s goal is to resolve customer issues efficiently and effectively – and to do so by exceeding industry standards of performance.

The Director, Customer Care (D-CC) builds and operates a customer contact center that supports and propels SHRM’s customer centricity and growth strategies. Through vision, disciplined management and innovation, the D-CC creates a world-class omnichannel platform (onsite, virtual and outsourced) which performs at substantially higher levels than existing models. Working closely with colleagues in Marketing and across the organization, the D-CC leads a unit that provides swift resolution to customers’ problems and drives revenue growth through new customer acquisition, retention, upsell, cross sell – and higher engagement.

Responsibilities

Your Day:

  • Responsible for leading a customer support team that functions as a low cost, scalable engine to process the 250K annual inquiries generated by SHRM’s customers and members.

  • Advance the customer care experience using the latest strategies and techniques in call center operations that allows SHRM to scale through organic and inorganic growth.

  • Work with technology and marketing teams to identify new tools and emerging technologies to better serve the customer/member.

  • Build and nurture a best-in-class customer support team that is well respected and clearly aligned with the business.

  • Create metrics-driven and customer-centric functions that demonstrate effectiveness in serving customers at low cost and reputable way.

  • Evaluate and implement efficiencies with the Customer Care Center, focusing on strategic and long-term improvements.

  • Drive quality and consistency and continuously monitor current quality assurance processes and identify areas of improvement.

Qualifications

Must Haves:

  • Bachelor’s degree

  • 7 years of related experience

  • Experience in a fast-paced, dynamic entrepreneurial environment

  • Proven experience in managing call center operations and team sizes of 25+ Experience building metrics-driven customer support processes and leveraging data to inform business decisions

  • Evidence of building innovative, game-changing strategies that result in measurable improvements in customer support and new customer acquisition, retention, upsell and cross sell

  • Experience managing to a set of KPIs, reporting on performance, and devising strategies and tactics for improvement

  • Knowledge of best-practice call center technology and ability to optimize technology and systems, including telephony, email, CRM and payment processing

  • Analytical and data-driven approach to solving business problems

  • Demonstrated ability to produce results within a team environment, to develop productive working relationships at all levels of the organization and to appropriately challenge or influence decisions

  • Impeccable customer focus and professionalism

  • Authenticity and impeccable integrity, possessing personal and professional values consistent with SHRM’s guiding principles, purpose, mission and vision

  • Clever, original and inventive -- with a passion for using experimentation and learning to create competitive advantage

  • Highly motivated, high energy, “must-win” approach

  • Team player with strong skills in the areas of leadership, motivation, relationship building, and communication

  • A “player/coach” manager who is unafraid to roll up his/her sleeves to get the job done

  • Savvy leader with exceptional bandwidth who can navigate a high growth, rapidly changing organization

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is regularly performed in a professional office environment and routinely uses standard office equipment.Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.This job requires occasional travel 20-30%.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

Category Customer Care

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