Panama Job Openings

Surfside Laundry: Panama City Beach - FL (Griffin Blvd.)

Corporate Director of Customer Service and Quality Assurance

Panama City Beach

FULL TIME

November 1, 2024

Under the general direction of the CEO. This position is responsible for being a liaison between all customers and our laundry plants. This includes but not limited to: phone calls, in person meetings, Zoom meetings, problem solving in house with laundry crew, and any other items that arise. Travel areas currently include FL panhandle from Panama City to Destin/Ft. Walton, AL Gulf Coast, Tunica, and New Orleans.

Previous laundry experience is preferred but previous corporate level customer service experience is required.

Essential Job Duties:

  • Maintain and develop internal quality standards.
  • Assess support interactions (calls, email, chat messages) based on established quality standards.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback with agents in regular meetings.
  • Analyze all customer service metrics and how the team performance affects those KPIs.
  • Map the need for training and onboarding programs and initiate these projects.
  • Create reports that reflect agent performance.
  • Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.
  • Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.

Required Knowledge, Skills, and Abilities:

  • Demonstrable experience in an office environment.
  • Experience of working as a first point of contact.
  • Excellent communication (written and verbal) and customer care skills.

Education/Training/Certifications:

  • High school diploma or equivalent

Experience/Background:

  • Prior experience in a customer service and quality control environment required
  • Prior experience with commercial laundry software preferred
  • Advanced proficiency in MS Office (Word, Excel, Power Point, Outlook)
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