Customer Service Director Jobs in Massachusetts

Job Title: Director, Call Center Company: Merck Serono Location: Rockland, MA Description: PURPOSE OF THE ROLEDirect and manage the Patient Services for Endocrinology Patient call centers including: Connections for Growth, Fertility Lifelines and HIV Hub. Responsible for managing the outsource vendor on a day-to-day basis; act as point-person for EMD Serono for issue resolution. Will visit on-site regularly to review and audit information. Responsible to ensure that outsource partner meets its required metrics and reports data on a timely basis. Directs and drives ongoing operations of Call Center / Patient Services Center that is essential to the long-term success of EMD Serono brands.Main contact for any advanced complaints or advanced questions from callers into the programs. Ensure needs of the programs and provide appropriate analysis and recommendations. Act as point person for EMD Serono Inc with outsource call center and work to ensure communication between all departments in the organization, and provide feedback to other departments on customer needs and expectations. Monthly reporting on the service levels and efficiency of the outsource partner. The key responsibility is to continually improve on processes to provide the highest level of service to our external and internal customers.In addition, this role participates as a member of the US Endocrinology Marketing Leadership Team. Responsible for ensuring the smooth operation of the call center and vendor agreement from a customer/patient support perspective.KEY TASKS AND RESPONSIBILITIESOperationsEnsure smooth operation of the Patient Support Services Programs and appropriate service levels to external customers.Direct key business partnerships with outsourced vendors supporting the brands and service offerings essential to the success of customers as well as the products.Direct the functions of all three key patient support initiatives (General Support, Patient Training (through contracted nurses), Reimbursement) for all Endocrinology products (currently Gonal-f, Saizen, and Serostim).Manage extraordinary customer requests and service complaints/issues.Frequent (weekly/bi-weekly) review on operation and metrics. Perform site-visits to regularly review vendor activity and to optimize relationship. Ensure proper responses are being provided to external customers. Train and monitor complaints, triage, and ensure medical questions are being transferred to the appropriate party.Daily monitoring of call queue to ensure appropriate service levels.Coordination of processes and procedures among the various departments and/or Therapeutic Areas. Coordination with outsourced Supervisors to ensure process flow and updated information is being provided on a timely basis.Review and manage process for replenishment and distribution of literature/ fulfillment items distributed by Call Center, possibly through an outsourced vendor for fulfillment.Review database to ensure accurate and timely database input by Support staff.Review services to ensure Support staff are up-to-date on follow-ups.Generate mailing lists for newsletters, patient programs, etc. as appropriate.Review service levels of the programs to ensure customers are being served efficiently and effectively. Propose solutions, opportunities, recommendations for improvementsAddress any Telecom/IT issues between call center IT and Serono IT.Coordinate monthly team meetings to ensure updates on new topics, new company information, process changes, etc are being relayed back to Support Team members. Ad hoc meetings may also be required when urgent matters need to be resolved.Support / Consult for other Therapeutic Areas to share best practices and offer operational / functional advice both in the US as well as worldwide.ManpowerHire, train, and review performance of Call Center Manager and Nursing Services Manager, as well as objective setting, and final annual review.Prepare training and scheduling of Managers on program objectives and procedures of the call center. Coordination of training with other appropriate departments such as USPS, USMI, Regulatory, HR, and IT.Formal review of Managers performance and record of discussion with agent for continuing areas of improvement, continued education.ReportingReporting and analysis of statistics from the call center to Marketing and other designated management members. Creation of standard reporting templates, and further analysis of significant changes will be required.Ad hoc reporting will also be required on ongoing basis. Develop / co-ordinate with IT the most effective method to generate this reporting.Creation and evaluation of surveys of customer service will be required to ensure the program is excellent and performing as required.Promotion of ProgramPromote services to Healthcare Providers along with Support Staff. Actual site visits will be required in conjunction with Key Account Manager. Provide field force support as necessary.Coordinate with Marketing to ensure proper literature is available to promote the Support Program.Continue to develop and grow the Connections for Growth, Fertility LifeLines and HIV Hub as a service offerings alongside Endocrinology products (i.e. Saizen, Gonal-f, Serostim, Tesamorelin - future) by working closely with Consumer and Professional Marketing in creating, developing, and supporting strategy and tactical programs.Work with Managed Markets as needed to present Support Program and coordinate efforts between SPP and Endo Call Center Hubs.New ServicesMain driver if new services are required for the program. Ensure successful planning and execution of tasks required to setup the new services.Additional tasks as required by the management team.FinancePreparation and presentation of budgets, forecasts, and analysis of year-to-date results vs budgets/ forecasts. Review of analysis with VP of Marketing.Creation / coordination of purchase orders for department. Review of quotes provided by vendors. Assessment and selection of most appropriate party.Negotiate and ongoing manage contracts and service levels with vendors / partners as appropriate.Direct and manage the dynamics of a ~$7 million budget annually (internally and external vendor contracts).ITKnowledge of database and report writerPreparation/completion of required documentation of hardware needs of new hires.Work with IT to identify bug fixes and brainstorm systemic enhancements for periodic upgrades and releases.Project manage any upgrades and/or production releases to ensure a seamless customer experience.

Job Title: Coordinator Customer Service Company: Location: Boston, MA Description: Mayflower - Move Coordinator/Customer Service/Sales Support Must have experience with customer service. Must be able to work with MS Word, Excel, and have the ability to learn our proprietary software program. Must have the ability to multi task and give support to Operations, and Sales to make sure the customer is serviced. Must have skills in coordinating all facets of customers moving, and keeping our customers and software programs updated with critical information. Phone contact with our Home Office, Customers, Agents, Drivers, and Staff is part of the service for our coordinators duties. For first response please email your resume to Register to View a follow up call will be place once your information is recieved and reviewed. Further action will result in a personal interview. All prospective candidates must pass a background check, and drug screen as a condition of employment. Thank you.

Job Title: Customer Service Coordinator Company: Location: Boston, MA Description: A busy, energetic, and environmentally conscious Aveda Concept salon in Winchester is seeking a Front Desk Coordinator. This is a part-time position and we would like to hire a candidate to help us grow our business into the future. Salone Estetica provides an excellent salary and comprehensive benefits package. Responsibilities include but are not limited to: Answering phones, scheduling appointments, and catering to guest needs both on the phone and in person Greeting, serving and ringing out guests upon their arrival and departure Opening and Closing of the registers; troubleshooting any discrepancies Daily maintenance of the business and schedules; keeping things running on-time and flowing smoothly Administrative/office work Requirements: Excellent verbal and written communication skills A friendly, people-oriented, customer driven individual Extremely detail oriented Ability to multi-task and prioritize effectively Time management skills Up beat and energetic personality Candidates need to work effectively, independently and in a fast-paced, team-oriented environment. If you are interested in exploring this opportunity, please send resume via email to Register to View or fax to Register to View .

Job Title: Customer Service Coordinator/Administrator Company: Location: Boston, MA Description: American Properties Team, a Woburn, MA based Real Estate Management Company has an opening for a full-time customer service coordinator for our Condominium Division. The responsibilities for this position include: - Maintain relationships with Unit Owners, Community Volunteers, Maintenance staff, and Contractors. - Track both maintenance and administrative services requests received by phone, mail & email. - Coordinate maintenance with staff and contractors - Prepare meeting materials and mailings - Assist Property managers in projects - Attend several evening owner meetings per year to assist manager with meeting sign-in and vote tally Skills required for this position: - Microsoft Word: Mail merger, formatting letters, newsletters, handbooks - Microsoft Excel: Create worksheets and have the ability to use basic formulas - Powerpoint: Create basic presentations - Outlook: Email response, follow-up and tracking - Filing and electronic file maintenance - Creating pfds - Ability to learn industry related software - Ability to write letters and proofread - Ability to multi-task and be able to prioritize work constantly - Great personality and desire to work cooperatively with a wonderful team and cover as needed We provide great benefits and working environment! If you have the skills requested, please submit a cover emaill/letter and resume to Register to View

Job Title: Director of Client Services Company: Gomez, Inc. Location: Lexington, MA Description: Gomez, the Web performance division of Compuware, provides the industry’s leading platform of Web application experience management solutions used by organizations to optimize the performance, availability, and quality of their Web and mobile applications and proactively identify business-impacting issues. The on-demand Gomez platform integrates solutions for Web load testing, Web performance management, cross-browser testing, and Web performance business analysis that test and measure Web and mobile applications from the “outside-in” — across all users, browsers, devices, and geographies — using a global network of over 100,000 locations. Over 2,500 customers worldwide, ranging from small companies to large enterprises — including 12 of the top 20 most visited US Web sites — use Gomez solutions to increase revenue, build brand loyalty, and decrease costs. Job Description: Reporting to the Vice President of Operations, the Director of Client Services directs and oversees all aspects of Gomez's worldwide customer service policies, objectives, and initiatives. Establishing and achieving customer support goals and metrics leading to improved customer satisfaction is a primary function.  Critical to the success of the team is the ability of the Director to motivate, coach, and inspire employees to continually strive for a World Class customer support experience. Responsibilities: ·         Develop and establish procedures and policies governing customer correspondence and the handling of customer complaints.·         Develop procedures as required to align US and Global Support and to implement the corporate initiatives.·         Work with management team to enhance customer satisfaction level with Gomez provided services through exceeding customer expectations, follow-up, and positive problem resolutions for critical account escalations ·         Provide regular reports to the Executive Team and other internal stakeholders on the key metrics including response times and customer satisfaction.·         Plan the future needs for technical support, aligning the needs and requirements with the corporate direction and customer growth.·         Support the growth of the business through the recruitment of new team members and the training and development of existing staff. ·         Share best practices with team members to enhance the quality and efficiency of customer support.·         Responsible for communicating the company's philosophy and vision to employees·         Manage change in what is a constantly evolving environment. ·         Manage multi-level relationships within customer business units and within Gomez departments. ·         Liaise with the Global Release Management group to review, provide feedback and approve future product releases. ·         In accordance with the Gomez performance management system provide quarterly performance, setting goals and development review for direct reports. ·         Maintain regular effective communications with Service Desk Managers locally and overseas via conference calls. ·         Consistent collaboration, planning and review meetings with Gomez peer managers.  Requirements: ·         Requires a bachelor's degree with at least 10 years of experience in the field.·         Mature understanding of technical support processes and workflow.  Relies on extensive experience and judgment to plan and accomplish goals.·         Outstanding commitment to the customer.·         Possess excellent leadership, communication skills and highly developed influencing skills - credible at senior level and able to challenge the status quo. Excellent written, verbal and presentation skills ·         An understanding of Gomez business and market position. ·         Must be an effective communicator with the ability to manage and implement change in a highly dynamic environment. ·         Demonstrated ability to proactively identify needs, manage resources, delegate and multi-task.·         Experience with developing budgets, business plans, and management reports. ·         Ability to analyze information and utilize the results, within short timeframes. ·         Demonstrated ability to recruit, develop, and retain staff ·         Conflict resolution and negotiation skills and the ability to understand multiple perspectives of an issue ·         Understanding of Web Performance Management (including performance monitoring, load testing, functional testing, and test automation practices)·         Knowledge and previous experience in Internet and web application technology; TCP/IP, HTTP, HTML, JavaScript, and SQL required. Benefits: ·         Competitive salary ·         Full benefits including: medical, dental, 401(k) vacation, health club subsidization  For immediate consideration, please e-mail your resume to Register to View and include salary requirements. Please specify the job title in the subject line of the e-mail.   No agency calls pleaseLocal candidates only please apply

Job Title: Director of Client Service – Information Management Company: Resources Global Professionals Location: Boston, MA Description: The Director of Client Service - Information Management has primary responsibility for the development of new business; the management of existing clients, engagements and Consultants; and participates in recruiting of Consultants. This position will be located in Boston, MA.Responsibilities:• Continually develop new business by identifying target clients, networking, meeting with target clients, and selling all Resources' service lines.• Cultivate and expand existing business relationships through frequent communication and regular client visits.• Utilize consultative selling skills to sell projects to new and existing clients - develop understanding of client needs and initiatives, clarify project scope, identify business solutions, evaluate and present qualified Consultants to the client, and negotiate billing arrangements. • Represent Resources in appropriate professional and community organizations.• Support team goals of the office by participating in strategy meetings, including discussing client and Consultant pipeline, marketing strategies, and current challenges. • Minimize Consultants "unassigned time" by managing Consultant roll off dates and communicating regularly with Consultants regarding additional client needs and/or other appropriate engagement in the pipelines. • Assist in the recruitment of Consultants, conduct interviews and assess skill set and competencies of candidates, negotiate Consultants' compensation.• Maintain strong communications with Consultants assigned to client engagements. Professional Qualifications: • Minimum Requirements: Ten (10) years of experience, including Big Four or IT consulting experience and management level experience in the IT consulting industry; a professional network in the Silicon Valley area; systems implementation or ERP experience; and a 4-year bachelor degree.• Experience identifying opportunities with clients, networking and generating leads. • Demonstrated track record of positive change in all positions held. Personal Characteristics • A high level of enthusiasm for building a business and a personal sense of urgency and capacity to overcome obstacles.• Ability to respond effectively and quickly to clients' needs and issues.• Ability to negotiate and communicate complex concepts/business issues verbally and in writing to clients, consultants and management. • Ability to prioritize multiple responsibilities/projects and proven ability to develop business relationships. Reporting:The Director of Client Service - Information Management reports to the local Office Managing Director. Resources Global Professionals is an Equal Opportunity EmployerResources Global Professionals offers an attractive compensation and benefits package that includes: competitive base salary, medical/dental, bonus incentive plan, 401(k), employee stock purchase plan, and stock options. The long-term success of this individual will only be limited by his/her performance. For this position, we do not offer relocation assistance.   Submit Your Resume Online Now   Resources Global Professionals is an equal opportunity employer. Applicants receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability or veteran status.

Job Title: Customer Service Director Company: Charles River Apparel Location: Boston, MA Description: Customer Service/TeleSales Manager needed for rapidly growing apparel company! General Summary: The Director of Customer Service and Telesales will have the responsibility for developing and driving continuous process improvement and Sales growth within Charles River Apparel. The Director will work with the VP of Operations and the VP of Sales while overseeing and evaluating day to day programs and activities of the Call Center, Telesales and Operations teams. The job focus is not limited to current methods and procedures; the Manager must be aware of ever-changing methodologies that will provide improved process and controls, identification of key drivers and achieve results that are truly best in class for our customers. Responsibilities and Primary Duties: Strategically sell a full apparel product line Maintain revenue and increase market share in assigned territory by developing business with existing customers and winning back former customers Probe and problem solve with customers to offer the right style solutions based on their needs Meet and exceed monthly revenue quotas Maintain high activity standards(prospecting, quarterly touches, retention) Manage customer base accurately and effectively utilizing Goldmine CRM Accurately forecast and report sales, call center, and operations statistics Understand competitors and identify best practices to drive success Lead, mentor, and develop the Customer Service Representatives to drive Customer Loyalty Ensure the effective application of process improvement methodologies across strategic functions Provide input and recommendations for continuous improvements in processes and overall team initiatives Continuously strengthen relationships with key stakeholders (Operations, Sales, Production, Marketing, IT) Manage day to day departmental projects and activities of the Call Center: Scheduling, Forecasting, Adherence, and Quality Develop and deploy process improvement methods and tools Schedule and facilitate working sessions to resolve issues, mitigate risks and establish priorities Review and report on progress of operations teams against goals and objectives, holding all reps responsible for their goals Qualifications: Bachelors Degree and 10+ years of experience in Customer Service and Sales Call Center Background CIAC certification preferred Nortel phone and apparel business experience a plus

Job Title: Client Service Director, Beijing Company: TheLadders Location: Boston, MA Description: Title: Client Service Director, Beijing City: Boston, State: MA Description: Client Service Director, Beijing The successful applicant should be a US GAAP expert, who will be responsible for US GAAP related project management, including advising clients on complicated accounting issues and preferably having experiences in transaction services including IPO and Mergers & Acquisitions. Responsibilities  Manage US GAAP related finance projects for PRC clients and multi-national corporation clients, including advising clients on complicated accounting issues (tax knowledge is a plus) in transaction services including IPO and M&A.  Provide project scoping, develop project proposals and follow up on execution of the projects through effective communications with the client and candidates assigned to the project. Make formal and informal presentations about our company and our service lines in front of the client.  Develop relationships with inter-media professional firms, including Big 4, investment bank, private equity and venture capital, as well as direct clients from enterprises to further pursue business opportunities. Strengthen and cultivate relationships with existing clients through frequent communication and client visits.  Build up and train a team of consultants to deliver professional services to clients. Requirements  US GAAP expert who can advise clients on complicated accounting issues. Preferably having experiences in transaction services including M&A and IPO in US capital markets (NYSE, NASDAQ, OTCBB, etc).  10+ years experience, including Big 4 audit or consulting experience.  Proficiency in English and Mandarin, both verbal and written; foreign expatriate, returnee or native speaker of English is highly desired.  Ability to respond effectively and quickly to clients' needs and issues  Ability to negotiate and communicate complex concepts/business issues verbally and in writing to clients and our project team.  Ability to prioritize multiple responsibilities/projects.  4-year Bachelor's degree required, CPA strongly preferred  US Tax knowledge is a plus.  Cross-cultural, mature and versatile, self-driven, enjoys working in a fast-paced entrepreneurial environment, and also a good team player. Reporting to Beijing Managing Director, this is an exciting opportunity to work for a business with significant growth globally over the past ten years. This is a localized position with no relocation assistance. However, Resources offers an attractive compensation that includes a base salary, incentive bonus and a range of other benefits. Data Received will be for recruiting purpose only Resources Global is the only professional services firm dedicated to helping clients change their business from the inside out. Living and working within our clients countries, cultures and languages, we help local business leaders -- and their global operating teams -- execute internal initiatives. With experience across many disciplines -- finance and accounting, information management, human capital, supply chain management, legal and internal audit -- we help teams address complex situations on the inside of business. Working side by side with the client team, we solve problems, execute and transfer knowledge. In other words, we help get the internal work done, while building the team's capability to change and operate in brand new ways. Resources Global was founded in 1996 within a Big 4 firm and today, we are a publicly-traded company (NASDAQ: RECN). Our 2,800 professionals, from more than 80 practice offices, serve over 2,100 clients in 66 countries. In 2009 Resources was recognized by Forbes as one of the 100 Most Trustworthy Companies.

Job Title: Call Center Director Company: Charles River Apparel Location: Boston, MA Description: Excellent position for a Call Center Leader General Summary: The Director of our Call Center will have the responsibility for developing and driving continuous process improvement and Sales growth within Charles River Apparel. The Director will work with the VP of Operations and the VP of Sales while overseeing and evaluating day to day programs and activities of the Call Center, Telesales and Operations teams. The job focus is not limited to current methods and procedures; the Manager must be aware of ever-changing methodologies that will provide improved process and controls, identification of key drivers and achieve results that are truly best in class for our customers. Responsibilities and Primary Duties: Strategically sell a full apparel product line Maintain revenue and increase market share in assigned territory by developing business with existing customers and winning back former customers Probe and problem solve with customers to offer the right style solutions based on their needs Meet and exceed monthly revenue quotas Maintain high activity standards(prospecting, quarterly touches, retention) Manage customer base accurately and effectively utilizing Goldmine CRM Accurately forecast and report sales, call center, and operations statistics Understand competitors and identify best practices to drive success Lead, mentor, and develop the Customer Service Representatives to drive Customer Loyalty Ensure the effective application of process improvement methodologies across strategic functions Provide input and recommendations for continuous improvements in processes and overall team initiatives Continuously strengthen relationships with key stakeholders (Operations, Sales, Production, Marketing, IT) Manage day to day departmental projects and activities of the Call Center: Scheduling, Forecasting, Adherence, and Quality Develop and deploy process improvement methods and tools Schedule and facilitate working sessions to resolve issues, mitigate risks and establish priorities Review and report on progress of operations teams against goals and objectives, holding all reps responsible for their goals Qualifications: Bachelors Degree and 10+ years of experience (some at a manager level) in Customer Service and Sales Call Center Background CIAC certification preferred Nortel phone and apparel business experience a plus

Job Title: Customer Service Coordinator Company: The TJX Companies, Inc. Location: Bedford, MA Description: Have your career take off with HomeGoods! We are currently looking for a CUSTOMER SERVICE COORDINATOR! As the leader in off-price retailing, we offer our Associates an energized and exciting environment that focuses on open communication and advancement. So come see what the best of the best has to offer. We currently have the following opportunities available: Customer Service Coordinator Responsibilities: Oversee and execute daily tasks required for a smooth operation of front-line activities. Provide ongoing prompt, courteous and knowledgeable service to all customers. Resolve customer service issues appropriately and completely. Open and close registers, coordinate cash pickups, expedite check approvals and price checks. Work with Assistant Store Manager of Operations to ensure all Associates are cross-trained for the front line. Make appropriate within policy decisions regarding markdowns and damages. In conjunction with the Manager on Duty, ensure that the stores break schedule is followed.    Help maintain a positive, safe and risk free work environment. If you are friendly, flexible self-motivated and want to be part of a great team while making money, HomeGoods is for you. Please do not apply online but apply in person to HomeGoods Store Management at: Great Road Shopping Center 309 Great Road Bedford, MA 0173 Register to View At the TJX Companies, Inc., you'll not only enjoy working with a stable and profitable corporate leader, but you'll also enjoy the benefits that go along with it, such as: Medical/Dental/Life insurance, 401(K), Paid holidays and vacations and Associate Discounts.TJX is an equal opportunity employer committed to workplace diversity.