Division / Department: Customer ServiceReports to (position): PresidentLevel / Grade: Department LeaderLocation: Denver/RemoteEmployment Type: Full Time, ExemptWork Conditions: Office EnvironmentTravel: Less than 25%Telecommute: HybridMinimum Educational Req: Two or four-year college degree, or equivalent experience in a similar or related role.Years of Experience: 7+ years of experience in a similar positionEssential Functions / Job Responsibilities:Lead, mentor, and manage the customer service team, including supervisors and representatives, to foster a high-performing, customer-centric, and sales-oriented environment.Develop and implement strategies that combine exceptional customer service with targeted sales initiatives to achieve customer satisfaction and revenue growth.Monitor and drive sales performance within the customer service team, ensuring representatives meet or exceed sales and upselling targets.Establish and track key performance indicators (KPIs) for customer service and sales, analyzing data to identify trends, areas for improvement, and opportunities for growth.Design and refine customer service and sales workflows to enhance efficiency, consistency, and results across the team.Act as a champion for the customer, ensuring feedback is collected, analyzed, and used to improve both service delivery and sales effectiveness.Oversee the handling of escalated customer issues, ensuring timely and satisfactory resolution while identifying potential upselling opportunities.Partner with sales, marketing, and product teams to align customer service and sales efforts with broader organizational goals.Evaluate and implement tools and technologies, such as CRM platforms, to streamline service and sales operations while improving team performance.Oversee training programs to equip customer service representatives with the skills needed for exceptional service delivery and effective product sales.Manage the customer service budget, ensuring resources are allocated efficiently to meet both service and sales goals.Ensure all customer service and sales practices comply with company policies and relevant regulations.Provide regular reports and updates to the executive team on customer service performance, sales achievements, and strategic initiatives.Minimum Requirements:Bachelors degree in Business, Customer Service Management, or a related field (Masters preferred).7+ years of experience in customer service or sales, with at least 3+ years in a leadership role.Proven ability to lead and scale customer service teams with revenue-generating responsibilities.Experience with CRM systems (e.g., Salesforce, Zendesk) and customer service/sales tools.Skills Required:Leadership and Team Development: Proven ability to lead, mentor, and motivate teams to deliver exceptional service and achieve sales targets.Customer Service and Sales Expertise: Deep understanding of customer service best practices and sales strategies, with a focus on upselling, cross-selling, and building customer loyalty.Revenue Accountability: Experience managing a team with revenue responsibilities, ensuring alignment with organizational sales goals and performance expectations.Strategic Thinking: Ability to develop and execute strategies that balance exceptional customer service with revenue generation.Data Analysis and Reporting: Proficiency in analyzing customer service and sales data to identify trends, improve team performance, and drive revenue growth.Process Improvement: Expertise in optimizing workflows and procedures to enhance operational efficiency and maximize sales opportunities.Cross-Functional Collaboration: Strong ability to work across departments, aligning customer service and sales efforts with marketing and product initiatives.Technology Proficiency: Familiarity with CRM platforms and sales enablement tools, with the ability to implement new technologies to improve outcomes.Communication and Interpersonal Skills: Exceptional communication skills to engage effectively with customers, team members, and executive stakeholders.Problem-Solving and Adaptability: Flexibility in addressing challenges and adapting to change while maintaining a customer-first and revenue-focused approach.Operational Platforms: Strong proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) and the Google platform, including Google Docs, Gmail, Google Calendar, Chat, and Google Analytics.Confidentiality: Demonstrated ability to manage confidential and non-standard information with discretion.Supervisory Responsibility:This position includes supervisory responsibilities, encompassing areas such as staffing, onboarding, training and development, performance management, and workflow oversight. This role also involves budget management and ensuring that team members are aligned with organizational goals. This position may involve managing employees across multiple locations or departments.Physical Requirements:This is a primarily desk-based position requiring prolonged periods of sitting and regular use of a computer, including typing and screen-based work. Occasional standing, walking, and light lifting (up to 10 pounds) may be required. The role may also involve occasional travel to other locations. Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the role.Internal and External Interaction:This role requires regular interaction with individuals at all levels, both within the department and across the organization. The position may also involve direct engagement with customers in escalation or support situations and collaboration with managers from various departments. recblid oueajyo4novw5shv7kigb1yfranyh5