LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

GLOBAL MERCHANDISE

Recognized leaders in retail and merchandising worldwide, Legends Global Merchandise provides a fully customized, customer-centric, omnichannel shopping experience for fans. Our vertical service solution allows us to provide the latest trends, styles, designs, and brand collaborations across different categories. For in-venue, e-commerce and pop-up operations, Legends sets the standard when it comes to a unique shopping experience. We pride ourselves in creating a customized portfolio of inventory based on each property and operating as a true extension of each client’s brand. Different guests want different things, and we are here to build and provide a tailored retail experience. .

Director of Customer Service

The Customer Service Director role partners with key stakeholders on a variety of initiatives that ensure all customer service activities support and strengthen the strategic objectives of the overall organization.

ESSENTIAL FUNCTIONS

• Responsible for multiple customer service locations including international locations
• Create and administer quality customer service and training programs
• Analyze, investigate and resolve routine and complex customer service challenges
• Develop and maintain constructive and cooperative working relationships with key stakeholders
• Partner in establishing and communicating a clear customer service training & development mission while deploying strategies focused towards that mission
• Effectively partner, plan, prioritize and delegate customer service and relative training tasks to ensure proper functioning of the department
• Lead continuous improvement of customer experience and customer engagement while facilitating dynamic yet organic growth of relative programs
• Identify opportunities to add value to neighboring departments beyond surface problem resolution (e.g., sales, marketing, new business development, etc.)
• Analyze customer service related data and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities for improvement of programs
• Mentor and develop top customer service leadership by nurturing an environment where they can excel through encouragement and empowerment
• Conduct small and large group trainings on a variety of topics
• Lead the development of training best practices tool kit
• Control resources through effective budget and talent management, utilizing assets to achieve qualitative and quantitative targets
• Develop key performance indicators to determine and improve the effectiveness of all customer service and training initiatives
• Other duties may be assigned

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• The ideal candidate will possess a Bachelor’s degree
• 7 years customer service leadership and training experience or a combination
• 5 years supervisory experience
• 2 years’ experience managing multiple customer service locations
• International customer service experience a plus
• Possess a positive, professional demeanor, excellent interpersonal skills and will be a self-starter seeing projects through to completion
• Proven ability to create and facilitate training and development modules
• Proven ability to create and successfully integrate innovative customer service and training initiatives
• Ability to motivate and inspire during high pressure situations
• Working knowledge of customer service management principles, best practices and regulations
• Excellent knowledge of advanced leadership methods and techniques
• Awareness of industry’s latest technology trends and applications
• Advanced troubleshooting and multi-tasking skills
• Working knowledge of customer service software, databases and tools
• Excellent planning, organization and record keeping skills
• Must be comfortable presenting to small and large groups consisting of participants at all levels
• Must be flexible to work extend hours due to business requirements including late nights, weekends and holidays

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On site

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.