Director of Client Services

Job Description

Job Description

Centricity is a wholly owned subsidiary of Bankers Financial Corporation (BFC) and has been a leader in service and protection for over 35 years. We create and deliver comprehensive and customized programs across a range of products including service contracts, warranties, and contact center solutions.
We walk the walk : Centricity provides modern solutions in relatively old-school industries. That means we’re open to finding new, exciting ways to do things. Our solutions are informed by respect for the day-to-day realities of growing a business.
We are obsessed with service:

Everyone at Centricity is expected to deliver confident, patient customer service. No one is too important to take a support call. We recognize the importance of strengthening relationships at every touchpoint.
We’re problem solvers:

In every part of our business, we address challenges. We embrace a highly consultative approach, giving every problem – big or small – the attention it deserves. We approach issues with enthusiasm, not frustration.
Our Core values include:
Collaboration : working together is critical to achieving organizational goals.
Innovation : growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.
Performance : we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.
Social Responsibility : we place charity and volunteer work at the core of our organization.
Trust:

we build and maintain trust with our employees and clients by embodying integrity, transparency, and ‘doing the right thing.’
Company Value Statements
In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:
Acting with the highest level of honesty, trust, character, and transparency.
Making a unified effort to achieve the goals of the organization, embracing accountability for exceptional performance every day.
Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.
Approaching every challenge with creative energy, discovering unique solutions to maximize success, and focusing on creating and delivering compelling customer value.
Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.
Summary/Objective
The Director of Client Services will oversee a team of Account Managers, ensuring the delivery of exceptional service to our retail partners and driving sales growth. This role requires a strategic leader with strong relationship-building skills, a deep understanding of service plans, and the ability to drive continuous improvement in client services.
Essential Functions
Leadership and Management:
Lead and mentor a team of Account Managers, providing guidance, support, and professional development opportunities.
Foster a positive and collaborative team environment focused on achieving individual and company goals while delivering outstanding client service.
Develop and implement strategies to enhance team performance and client satisfaction.
Client Relationship Management:
Build and maintain strong relationships with key retail partners, serving as the primary point of contact for escalated issues and strategic discussions.
Ensure timely and effective resolution of client issues and concerns, leveraging a proactive and solutions-oriented approach.
Conduct regular meetings with key clients to review performance, gather feedback, and identify opportunities for improvement.
Represent the company at industry conferences, trade shows, and similar events, and disseminate key insights and information throughout the organization.
Strategic Planning and Execution:
Develop and execute client service strategies aligned with the company's business objectives and growth plans.
Collaborate with cross-functional teams to ensure seamless delivery of product protection services and support.
Analyze market trends, client feedback, and service metrics to identify areas for improvement and innovation.
Maintain an in-depth understanding and continual analysis of the service contract industry and our competitors in the market.
Sales Growth and Reporting:
Drive sales growth by implementing strategic sales plans and initiatives.
Establish and monitor key performance indicators (KPIs) for the client services team, ensuring alignment with company goals and, when needed, making recommendations for improvement.
Prepare and present regular reports on client service performance, highlighting achievements, challenges, and action plans.
Implement data-driven decision-making processes to drive continuous improvement in client services.
Identify and develop opportunities for new programs, products, and services.
Supervisory Responsibility
Assigned Client Services, Account Managers
Required Education and Experience
Bachelor's degree in Business Administration, Marketing, or a related field
Minimum of 5 years of experience in client services, account management, or a related field, with at least 3 years in a leadership role.
Strong understanding of Service Contracts, Warranty, or Insurance industry preferred
Broad knowledge of retail, e-commerce, products, services, operations, and processing/systems preferred
Skills:
Demonstrated ability to drive sales growth and achieve targets.
Excellent leadership and team management skills.
Exceptional interpersonal and communication skills.
Strong business acumen and ability to deal with all levels of management.
Strong problem-solving and conflict-resolution abilities.
Ability to work within tight deadlines and constraints
Ability to analyze data and make informed, strategic decisions.
Strong presentation, verbal, and written communication skills.
Proficiency in CRM software and Microsoft Office Suite.
Willingness to travel as needed to meet with clients and attend industry events.
The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.

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