Customer Service Director jobs in Boston, MA

Application Procedure: Please submit a cover letter and resume detailing your qualification to jobs@bostonhousing.org. No phone calls or letters. Deadline: Friday, April 19, 2024. Please be sure to identify the position you are applying for.

General Description:
ABOUT US:
Boston Housing Authority (BHA) fosters sustainable communities by providing quality affordable housing, bringing stability, opportunity, and peace of mind to thousands of low and moderate-income families across Greater Boston and the City of Boston as a whole. As the largest provider of affordable housing in Boston, one of the most expensive cities in the country, BHA understands housing as a crucial platform for individual, household, and community stability. Through its Public Housing communities and Section 8 rental assistance programs, BHA provides housing assistance and services to more than 58,000 low and moderate-income households, including families with children, older adults, and individuals with disabilities. In all aspects of our operations, internally and externally, BHA is committed to breaking down the barriers to racial equity and justice in housing and related fields that disproportionately impact Black, Indigenous, and people of color (BIPOC) communities.

DIVERSITY AND INCLUSION:
As a proud Equal Opportunity Employer, qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, physical or mental disability, genetic information, sexual orientation, gender identity, gender expression, marital status, and military and veteran status, or any other basis protected by local, state or federal law. To the greatest extent possible, it is the policy of BHA to give preference in employment to BHA residents, leased housing residents, and low-income persons. As a housing authority, we recognize the historical role that residential racial segregation has played in the City of Boston. The BHA of today and in the future will actively address and dismantle barriers to becoming a diverse, equitable, and inclusive city.

ABOUT THE JOB:
The Director of Customer Service shall be responsible for the oversite and management of the Customer Service Call Center team. The candidate must be able to manage the daily operations of that department, including all trainings, operating procedures, and personnel duties.

The Customer Service Director will monitor and develop short and long-term Call Center metrics and goals that incorporate enhanced first point-of-contact resolutions, seamless service processes and timely ticket closures.

Duties & Responsibilities:

• Leads and manages a team of customer service representatives to ensure efficient and effective service delivery, reporting directly to the Deputy Administrator for Housing Programs to implement customer service across the portfolio.
• Manages both existing customer service team and work order center, merging two into one unified Customer Service Call Center team.
• Manages the BHA Call Center to handle all customer service inquiries.
• Develops and implements customer service strategies, policies, and procedures to enhance. overall customer satisfaction – such as writing templates for BHA staff email and phone etiquette.
• Monitors and evaluates customer service metrics and KPIs to identify areas for improvement.
• Oversees BHA’s Customer Service ticketing software Zendesk (which facilitates the tracking and follow up on customer inquiries).
• Collaborates with other departments to address customer concerns and resolve complex issues.
• Trains and mentor customer service representatives on best practices and customer service techniques.
• Stays updated with industry trends and advancements in customer service technology to drive continuous improvement.
• Conducts regular performance evaluations and provide feedback and coaching to team members.
• Prepares and deliver regular reports on the Call Center’s call trends, activities, and performance.
• Engages in special projects and additional duties and responsibilities as time and business practices dictate.

Minimum Qualifications & Experience:

• Bachelor's degree in Business Administration or relevant field is preferred.
• 2-3 years of experience in a leadership role within a Customer Service Call Center.
• Strong knowledge and understanding of customer service principles and practices.
• Experience using Zendesk or similar customer service platforms.
• Excellent communication and interpersonal skills.
• Ability to handle and resolve customer complaints and conflicts effectively.
• Proficient in Microsoft Office Suite.
• Ability to communicate clearly and concisely both orally and in writing.
• Ability to relate positively and in a professional manner to persons of all races, ethnicities, income levels and age groups.
• Proficiency in a language other than English is highly desirable.

BHA BENEFITS:
BHA's generous benefits package includes 14 paid Holidays, 4 Personal Days, 3 weeks vacation, 3 weeks of paid sick leave, MBTA discount, participation in the City's pension plan, and healthcare through the Commonwealth, and much more.