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Wednesday, April 21, 2010

Director, Customer Service, Digital Media

Customer Service Director (New York, NY)

The Customer Service Director is responsible for the day-to-day management of outsourced call centers while achieving superior customer service results for multiple product lines while minimizing risks to the business.

Duties and Responsibilities:
• Monitor key business and process metrics that measure customer service
• Manage outsourced call centers
• Develop and support all customer incentive programs inclusive of fulfillment
• Resolve all customer escalations
• Manage, audit and analyze all regulatory and BBB complaints in conjunction with legal counsel
• Develop and maintain customer service M&P
• Lead calibration sessions with vendor
• Call monitoring
• Monitor and respond to consumer-initiated Internet blogs and websites
• Lead care implementation for new products
• Lead special projects
• Manage team of four

Qualifications:
• BA/BS degree required.
• 10 – 15 years customer service management experience within the on-line direct marketing industry focused on B2C subscriptions
• Excellent verbal and written communication skills; ability to deliver presentations to various audiences in clear and concise manner;
• Proficient in MS Office products
• Team player.
• Ability to excel in an entrepreneurial environment.

About Me

Merrick, NY, United States
Executive Recruiter with over 30 year's of experience. Currently I'm the Managing Director of BryceNet, Inc., a boutique Executive Search Firm based in Long Island, NY. The firm specializes in Information Technology, primarily in the New York Metropolitan area. I had previously been with CompuSearch/Management Recruiters (Aug 1984 - Mar 2010). While at MRI,I had been the number one Account Executive in the nation numerous times, and I wasconsistently among the top 5 Account Executives nationwide. I was the first and only Account Executive to reach 6 million dollars of production; I had also been named the #2 Account Manager for the Decade of the '90's. I had consistently lead the Woodbury office to its position as the #1 Office in the nation. Prior to that, I served 9 years in the U.S. Marine Corps. While in the Military, I received a full scholarship to college through the Marine Enlisted Commissioning Education Program. Philosophy: I will always do what is in the best interest of everyone involved. I will never try to force a situation if it not a win-win for both the employer and candidate.