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Director of Client Services

WANTED: World Class, Customer Experience Obsessed Director

Are you a highly skilled and customer-centric leader with a proven track record?

Looking for a company with real growth opportunity? Tired of jumping around?

Looking for a place where you’ll actually be recognized and rewarded for your contribution?

Want to work as part of an ALL-STAR team that’s really making a difference in the world?

Want a genuine virtual position where you can work from home?

 

Look… I know you are a busy professional and there are tons of boring and repetitive job postings out there, so I’ll cut right to the chase…

I have a RARE and EXCITING opportunity here for the right person...

I’m looking for a highly experienced Director of Customer Service. Someone with a rare combination of talents… if you think that might be you, please keep reading.

My name is Heather Mogollon, and I am the COO at The Healthy Back Institute. We help people live without pain, naturally and safely. Millions of people literally all over the world. We do this via cutting-edge educational information, breakthrough products and by providing truly loving care and service to our customers.

Right now we are growing FAST (we’ve grown every year since the company started the company in 2003) and I need to build and strengthen my already strong team. That’s why I’m looking to fill this Director of Customer Service position with true all-star talent.

Here’s a summary of this role...

POSITION SUMMARY:

As Director of Customer Service, this position will focus on building and evolving a world-class customer experience through our modern virtual work from home contact center. You will partner and collaborate with other leadership teams to define and create a future-state vision for the customer experience and transform (the customer’s) journey. You will be responsible for executing a customer-centric strategy connected across multiple phone and non-phone channels and for driving results through customer insights. You must have a hands-on approach in leading and implementing new programs to optimize the customer experience.

The role requires a strong combination of people management and project management. You will “own” or be responsible for everything having to do with the support and service of our products, recruiting and hiring, analyzing data, team management, coaching, customer satisfaction… and more.

You must be able to get things done through others as well as execute on your own. So the role is a mix of directing, managing and executing. You can’t be afraid to get your hands dirty!

Since the role will be virtual, you should be able to prove you have produced consistently excellent results working remote for an extended period in the past.

You will be required to travel for executive team meetings, our annual company retreat and other relevant seminars, events, etc. All travel is paid for by the company.

THE SUCCESSFUL CANDIDATE WILL:

Communicate, collaborate and partner effectively at all levels of the organization from the executive team to the hourly workforce; exhibit executive presence in all channels and interactions

Own the daily operations of the support contact center as the leading point of contact for the COO, proactively providing insight and recommendations as needed; first responder to priority issues

Collaborate with the operations team to review people, processes and technologies to maximize experience, efficiencies and effectiveness in all channels employing modern strategies and innovations

Lead the culture of ongoing development by example; work collaboratively and side-by-side with other leaders in the organization to bring to life leadership model that drives improved performance

Identify and prioritize areas needing attention or improvement in our customer experience and develop sound action plans to make improvements happen

Exhibit a passion to build and create customer experience strategies to ensure a seamless customer centric journey and deliver world-class customer experiences

Drive increased sales, repeat customers, referrals, decrease refunds and complaints

Analyze all data to optimize both departmental and company performance
 

TO BE CONSIDERED YOU MUST…

HAVE STRONG EXPERIENCE IN THESE AREAS:

5 or more years of success as Customer Service Executive (or similar role)

Success leading and growing virtual contact center operations

P+L management ($10mill+)

Proven track record of improving customer experience and profits

Possess a natural curiosity to understand and help

Exceptional customer-centric focus

 

HAVE “EXPERT” LEVEL SKILL IN THESE AREAS:

Excellent analytical skills (financial analysis, contact center intelligence, customer experience kpi's)

Data manipulation and analysis (Google Docs/ Microsoft Excel / Access / SQL, v-lookups, pivot tables, complex formulas, etc)

Project management - ability to manage multiple projects with different resources, priorities and timelines

Ability to work independently without significant supervision.

 

NOT REQUIRED, BUT NICE TO HAVE:

Experience in nutritional supplement or other health related business

Experience in working for a direct response organization

 

DOES THIS DESCRIBE YOU?

  • Results & Metric Focused - nuff said!
  • Analytical - identify trends, patterns, problems and create solutions
  • Optimizer - someone who can’t help but improve and optimize everything
  • Highly driven – relentless, passionate, self-starter, super determined
  • High energy - we work hard and play hard
  • Resilient - you must thrive under pressure… no wimps allowed!
  • Agile & flexible - quick to adapt and shift as needed
  • Responsible - truly have an ownership attitude
  • Productive - great at managing your time
  • Organized - manage multiple projects on time and on budget
  • Detail oriented - must have an eye for detail
  • Problem Solver - define problems, collect data, establish fact and draw valid conclusions
  • Resourceful - finds ways over, around or through barriers
  • Team Player – approachable, good collaborator
  • Fun - good sense of humor as we LOVE to crack jokes and have fun
  • Great communicator - strong interpersonal skills, excellent written and verbal communication

Yes, I know, it’s a long list and you likely don’t meet all of these criteria… as I said at the start of this letter, I really am looking for that rare gem, it’s an unusual combination to find…

But, if you are that rare unicorn and you meet all of the above criteria, I definitely want to hear from you… please fill out the online application ASAP...

And if you don’t possess them all, but are damn close (I’m talking over 90%) then please apply and wow me with your answers to the questions… because I’d love to learn more about you and see if we think it’s a mutual match.

NOW IT’S DECISION TIME...

If this job posting has scared you, offended you or annoyed you in anyway, then we know this is not for you and I appreciate you checking this opportunity out and I wish you the best.

If, however, you love my honesty, openness, sense of humor and are a true super-star performer and are up for a fun but very rewarding challenge, I would love to hear from you.

IMPORTANT... BEFORE YOU APPLY:

If you do not meet the criteria as outlined above, please don’t waste your time or ours by filling out the application. We hate wasting time… and I bet you don’t like to, either… so please, only apply if you seriously feel this role is one you are very interested in, you feel you are a great match, and you meet all (or 90%) of the criteria outlined above.

Here’s a little bit about why you might want to join us…

PERKS:

  • Work life balance / flexible schedule
  • Remote position
  • Above average compensation
  • Performance based bonuses
  • Health insurance reimbursement
  • Paid vacation
  • Paid travel
  • Annual team retreat in exotic location
  • Continuing education
  • Discount on HBI products
  • True rock-star, family like team

 

7 Reasons You Might Love Working Here

#1 Stability

We've been in business since 2003 and have gone through many of the "rough patches" already. We are now a very strong and healthy company and aren't going anywhere for a very long time. In 2011 we were awarded a spot in the Inc 500/5000 coming in at #595.

#2. Opportunity

Unlike most companies that want to keep your pay as low as they can, we do the opposite! Our goal is to pay you as much as we possibly can because when we do, we know that means you are creating tremendous value for our customers and our business.

We only want A-level superstars so we offer above average compensation as well as company and performance-based bonuses.

#3. Flexibility

Location doesn't matter to us. I don't care if you're working on the beach, your kitchen, or in your backyard. As long as you have fast, reliable internet and a quiet working space that will do just fine.

#4. Freedom

We believe that all people deserve to be free... free to make their own choices... free to create their own success... and we strive to create a work environment that not only allows but empowers you to be creative and take risks (well thought out of course).

No company politics or popularity contests. We are a team of "producers"... people who are results oriented and believe that each person should be responsible for themself.

#5. Great People

You'd be joining an existing team of superstars, many of whom have been with the company for years. There is virtually no “drama” within the team that most companies have. Everybody is fun, passionate, great at what they do, and willing to help out. If you're that kind of person – you'll fit in perfectly.

#6. Training and Education

We invest heavily in our knowledge and skills. As part of our team you'll have access to an enormous library of "how to" and "self improvement" books and courses and we also reimburse our team when they invest in continued education.

#7. Growth

We are growing at warp speed and have continued to increase profits year after year. This growth also means growth for you... in knowledge, skills, relationships and income.

 

ABOUT US:

The Healthy Back Institute is a fast growing publishing and consumer health products company and our mission is to help people to live without pain, safely and naturally.

We are not a “start up.” We’ve been in business for 15  years and have nearly 1 million customers in over 120 countries around the world. We are stable, profitable and have no outside investors.

We offer flexible work hours and the option of working remotely. Our company headquarters is located in the greatest and fastest growing city in America, Austin, TX.

People who work here say we have a wonderful, family like culture. We are results focused and take our mission and our work very seriously, yet we love to laugh and have fun doing it. But don’t take my word for it, listen to what people have to say about being a part of our team.

 

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