Client Services Director

Our client is seeking a qualfied Client Services Director for a full time/permanaent position in Chicago, IL. This position will be hybrid in the downtown area.

Please send resumes to brenda.goldenmitchell@akkodis.com

The Client Services Director will oversee and lead our client's customer service operations, ensuring an outstanding customer experience. This role involves developing strategies to enhance customer satisfaction, and working closely with other departments to maintain high service standards.

Key Responsibilities:

• Customer Experience Management: Develop and implement strategies to improve customer satisfaction and loyalty across all locations. Monitor customer feedback and resolve escalated issues promptly and effectively.
• Team Leadership: Lead, mentor, and develop a team of customer service managers and representatives, fostering a positive work environment and ensuring high levels of employee engagement and retention.
• Operational Excellence: Collaborate with operations and training teams to ensure that service standards are consistently met or exceeded. Identify areas for improvement and implement process changes to enhance service delivery.
• Performance Monitoring: Track and analyze customer service metrics, such as response times, customer satisfaction scores, and complaint resolution rates. Provide regular reports to senior management and recommend actions based on data insights.
• Training and Development: Develop and oversee customer service training programs to ensure all team members are equipped with the necessary skills and knowledge to provide exceptional service.
• Cross-Functional Collaboration: Work closely with marketing, operations, and product development teams to align customer service strategies with overall business objectives. Contribute to the development of promotional strategies and initiatives aimed at enhancing customer experience.
• Budget Management: Develop and manage the customer service department budget, ensuring resources are allocated effectively to meet service goals.
• Crisis Management: Lead the response to any customer service crises, coordinating with other departments to ensure a swift and effective resolution.

Qualifications:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field. A master's degree is a plus. Experience in the fast food/QSR industry is highly desired.
• At least 5-7 years of experience in customer service management, preferably within the fast food or hospitality industry.
• Proven experience in leading and managing a large team across multiple locations.
• Strong analytical skills and experience with performance metrics and data analysis.
• Excellent communication, leadership, and interpersonal skills.
• Ability to work in a fast-paced environment and handle high-pressure situations.
• Strong organizational skills and attention to detail.

What We Offer:

• Competitive salary
• Comprehensive health, dental, and vision insurance
• Opportunities for career growth and development

Pay Details: $170,000.00 to $175,000.00 per year

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance