Join the Stouffer Legal team as our Director of Customer Experience! You will oversee our in-person team of 15-20 employees that manage the end-to-end lifecycle including inbound and outbound call teams (which includes inside sales over the phone), client engagement, workshop coordinators, and front desk coordinators. Our call volume ranges from 200-500 calls per day (we use RingCentral), and 100 client emails per day through FreshDesk.

You will also create our customer service training program and learning modules to be used with our new hires and current team members. You and your team are essential to maintaining the Stouffer Legal brand in the marketplace.

This job is located in person in Towson, Maryland. The hours are 8:00am to 5:30pm Monday through Friday and the job is approximately 45-50 hours per week.

The pay range for the position is $95,000 to $115,000 per year based on experience. Target Start Date on or before 6/17/24.

Recurring job duties include:

• Lead daily customer service team meetings Monday through Friday 8am to 9am (5 hours a week)
• Review and analyze daily customer service metrics and key performance indicators (KPIs), and input into reporting software (5 hours a week)
• Listen to inbound and outbound phone calls and complete call scoring, as well as listening to customer feedback, to create/improve training for the team (4 hours a week)
• Complete weekly 1-1s with each of your direct reports (4-6 hours a week)
• Attend weekly senior leadership team meetings (2 hours a week)
• Lead weekly customer service team meetings (1 hour a week)
• Attend weekly meeting with marketing (1 hour a week)
• Attend prospect workshops to ensure consistency in delivery and engagement (3 hours a month)

Projects to be completed in the first 12 months include:

• Review and improve our call scoring system
• Implement and measure standard call center metrics - call handling time, average time in queue, service level, abandonment rate, speed of answer, etc.
• Build out measurable process improvements within the CX function
• Identify phone system equipment upgrades and implement new equipment and software
• Review and update current policies and procedures/expectations for customer service department employees
• Review and evaluate the current team to determine job fit
• Create and implement secret shopper program

Our ideal candidate creates a high-performance environment that is focused on giving our clients an amazing experience from the initial sales contact to completion of their estate planning or estate administration service. You love reviewing and analyzing data and performance metrics and coaching the team on how to level up their skills. You create an environment of psychological safety, developing trust and rapport with your team while holding them accountable to reach their potential. You are very organized, able to keep track of what needs to be done and when, in order to meet objectives. You have a history of leading positive organizational change.

Benefits:

• Relocation package available
• Eligible for benefits upon start date
• Health Insurance (CareFirst) with 50% company contribution
• Dental and Vision Insurance offered
• Short-term and Long-term Disability Insurance 100% paid by company
• Basic Group-Term Life Insurance 100% paid by company
• 401k Contribution with 4% match, no vesting period
• Pay day twice a month on the 7th and 21st
• Direct Deposit Available
• Paid-time off starts at 15 days per year and increases with tenure
• 3 weeks paid parental leave
• 7 paid holidays
• Employee discount
• Paid training

What you can expect in the Hiring Process:

• Submit application
• Phone interview (10-15 minutes)
• Virtual (Microsoft Teams) interview (30 minutes)
• Complete candidate assessments (emailed to you)
• In-person interview (90 minutes)
• Job offer and completion of pre-employment reference checks, etc.
• You're hired! Target Start Date on or before 6/17/24