Director of Customer Support
Orlando, FL US
Requisition ID: 1376
Regal Boats is seeking a Director of Customer Support to join our award-winning nationally recognized organization. This position would be responsible for implementing our vision for a world-class customer support organization. The successful candidate will have a passion for and focus on all aspects of dealer service relations and customer care, and will be supported by and lead an excellent team of dedicated Customer Support Associates. This position requires an individual who can handle stressful service issues and move them to a successful conclusion. We offer excellent benefits, a competitive starting salary, and paid vacation, as well as opportunities for advancement. This role will be part of the Regal leadership team.
Essential Duties and Responsibilities
Responsible for the oversight and management of the customer support team.
Assist with the drafting and implementing of policies and procedures to facilitate a quality customer experience through the dealer network.
Establishes performance metrics for customer support representatives.
Establish and manage an escalation protocol.
Establishes response levels for field issues with time expectations.
Develops and implements methods to record, assess, and analyze warranty feedback.
Develops and implements dealer delivery and training programs.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that improve customer support and retention.
Acts as a critical bridge between Regal and its dealers, and as a liaison between the customer support department and other departments in the company.
Responsible for managing the CSI program
Dealer site visits to review CSI programs for improvement
Technically strong in marine or a related industry
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Proficient with Google G-Suite, Microsoft Office Suite, or related software.
Education and Experience
Bachelor’s degree preferred
Experienced in the areas related to customer support
Three to five years of leadership experience
Experience with data analytics a plus
Passion for boating preferred
Regal Marine Industries, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
To Apply: To formally apply for the above position, visit http://www.family.regalboats.com and click “Careers” at the bottom of the home page. Be sure to mention CFEC Job Posting when applying. Thank you!
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