Exec Dir Of Customer Service

Job description

The Executive Director of Customer Service is responsible for Developing the enterprise-wide customer service strategy in alignment with brand standards and embedding customer service into the company culture. The Executive Director will lead the development and implementation of all customer service initiatives. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives and in compliance with the SGC’s Gaming Compact and all other applicable laws and regulations. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Responsible for ensuring all Team Members understand the brand promise and are equipped with knowledge and skills to deliver on the brand promise to create brand loyalty 2. Establish baseline enterprise-wide service standards and develop and deliver training programs to ensure brand compliance and appropriate service recovery techniques are deployed across the enterprise. 3. Collaborate with functional area leaders to create department specific service standards, training programs, service recovery tools & resources, identify KPIs, measure success and continuously improve to live ou...