Job Description
The Director of Customer Relations position oversees all aspects of the organization's customer care, customer service policies, objectives, and initiatives. This position maintains excellent customer service for all customers by utilizing effective, in-depth knowledge of company products and services as well as team members within the Customer Relations Department and coordination with members of the Product Development Team.
The Director will be responsible for the overall satisfaction of 10 to 20 large library customers representing some of the largest public libraries in the nation as well as international libraries. This position manages all employees of the department and is responsible for performance management and hiring of the employees within the department. The 24/7 customer support environment requires the ability to manage and prioritize urgency on a case by case basis to support each client’s needs. This position will require an attention to detail regarding client interaction with customer staff up to and including the Director level along with effective and detailed follow up to ensure client satisfaction.
Additional Info & Requirements
- 5-7 years of Customer Support/Management
- Proven ability to manage multiple customers at once
- Excellent communication and customer relations skills
- Outstanding leadership and interpersonal skills
- Ability to work under pressure and to prioritize client specific needs
- Masters of Library Information Science (MLIS) degree or 6 years of library industry working experience (plus Bachelor's degree in Business Administration, Hospitality, or related field)
The Community
About The Library Corporation: TLC is an equal opportunity employer offering competitive salaries and benefits and a congenial work environment. If you have the personal and professional skills for this position and want to work in a rapidly growing enterprise that uses the latest technologies, we invite you to send us your resume and salary requirements. This position will work with TLC CARL customer accounts which are supported out of the office in Denver, Colorado.
HR Info
Paul Leppert at pleppert@tlcdelivers.com
Interested parties can submit their application and cover letter to Paul Leppert at pleppert@tlcdelivers.com