Director of Customer Service, Launchpad

Job Type

Full Time

Published

09/28/2018

Address

1 Washington St
Boston
MA
02108
United States

Description

PRIMARY JOB FUNCTION


In collaboration with industry partners and practitioners, Housing Partnership Network is building a new technology platform for housing advisors. Our collective vision is to create a new ecosystem that links consumers to advisors to lending partners, streamlining the experience for consumers, increasing their access to affordable mortgage products, and creating a mechanism for counseling agencies to generate revenue for their invaluable services. This is a unique opportunity to work with leaders in the industry and shape the future of homeownership in America in a meaningful way.


The Director of Customer Service leads and manages a skilled customer service team and develops policies, procedures and strategies to maintain a consistently exceptional customer experience as we roll out our flagship product, Launchpad: a Salesforce.com-based Client Management System (CMS) application for housing advisors. The candidate must be an inventive, collaborative self-starter who thrives in the creative and fast-paced environment of a start-up and enjoys working with a diverse range of stakeholders. This position will temporarily report to the Director, Consumer Empowerment & Homeownership Pathways and will permanently report to the Executive Director, Launchpad.

 

MAJOR DUTIES AND RESPONSIBILITIES


·        Develop policies and procedures for customer support with input from team members.

·        Lead the customer service team to ensure a consistently high-quality experience for the customer.

·        Answer customer calls and respond to customer emails while the product is in its pilot phase.

·        Provide technical support to customers.

·        Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.

·        Communicate with management when customer issues relate to problems with the course architecture. Escalate to Tier 2/3 support when necessary.

·        Utilize customer service software (e.g. Zendesk) to investigate and resolve user issues.

·        Analyze support statistics, compile reports, make recommendations based on analysis.

·        Identify support trends for ongoing product updates and improvements.

·        Identify and assess customers’ needs to achieve satisfaction.

·        Maintain broad knowledge of partner agencies and their use of Launchpad.

·        Serve as primary liaison and manage relationship with third party vendor providing Tier 2 and Tier 3 application support.

·        Work collaboratively with all team members to continually improve the Launchpad user experience.

·        Complete other duties as requested.

 

QUALIFICATIONS


·        Bachelor’s Degree in information systems, business administration or related field.

·        5-10 years of management experience.

·        Must care about the customer experience.

·        Experience with help desk, call center or customer support roles.

·        Understand and value the importance of the intersection of human experience and technology.

·        Have strong interpersonal communication skills, particularly in interacting with people on the telephone. Call center or comparable experience preferred.

·        Proven track record of improving processes for maximal efficiency and work flow.

·        Systematic and technically thorough; accuracy and attention to detail is required.

·        Highly self-motivated with excellent problem solving skills and ability to respond to changing circumstances and priorities in a positive, focused manner.

·        Well-organized with strong project management skills; the ability to manage a workload involving multiple activities, tight deadlines, and stakeholders.

·        Strong technology skills, including high technical literacy, the ability to quickly learn and navigate multiple new applications and tools.

·        At least a working knowledge of Salesforce.com and other CRMs.

·        Experience with Zendesk or similar tool preferred.

·        Act with tact and diplomacy under all circumstances, and remain composed under stress.

·        Ability and desire to work in a team environment, with team members locally and in remote locations.

·        Comfortable with the unpredictable: we are constantly changing and evolving.

 

OTHER


·        Occasional evening and weekend work may be required.

·        Some travel may be required.

·        Position is based in Eastern time zone.

 


Professional Level

Managerial

Minimum Education Required

4-year degree


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