Basic Purpose:
This individual will be responsible for managing the support and education teams and for staying abreast of customer needs and making the support and education teams successful and profitable.

Essential Duties and Responsibilities:

• Stays abreast of all Giftworks applications, and has a detailed knowledge of GiftWorks.
• Understands customer needs and how best to meet them.
• Creates and maintains policies, procedures, and systems for the Customer Service division.
• Delegates or assists in the design of special programs needed for customer training or support.
• Interfaces with Sales and Product Development teams to support and implement growth strategies.
• Creates, manages and adheres to project budgets.
• Involved in all aspects of business to promote values and strategic plans of business center.
• Cultivates environment of trust, teamwork, self-confidence and ownership within department and company.
• Develops and implements programs to motivate employees and stimulate high sense of business ownership and urgency.
• Ensures high level of customer satisfaction, client relations and quality standard.
• Coordinates multiple priorities and demonstrates initiative in completing projects.
• Provides leadership, communication, coaching, professional development and skill enhancement to teams handling incoming calls.
• Analyzes department performance and proactively identifies and implements strategies to improve quality, productivity, and profitability.
• Identifies and addresses training and development needs for customers as well as team members.
• Other duties as assigned.

Essential Skills, Knowledge, and Experience:

• Characteristics of the individual holding this challenging, multi-tasking position include maturity, self-confidence, attention to detail, strong oral and written communication skills, creativity, patience, friendliness and demonstrable experience in the individual’s chosen area of expertise.
• Bachelor’s degree with leadership experience and/or two years management experience preferred.
• Experience in participating in Quality and Process Management initiatives.
• Outstanding organizational and facilitation skills required.
• Strong analytical and PC skills (including MS office products and the internet).
• Strong time management skills required.
• Good listening and interpersonal skills; ability to relate well to others and understand their needs and concerns.
• Effective leadership skills and experience in leading a team of people.
• Willingness and ability to improve processes – self-starter.
• Fast and motivated learner – needs to get up-to-speed on GiftWorks application, and corporate structure independently and quickly.

Physical demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is occasionally required to walk, sit and/or stand for long periods of time (more than 4 hours in a day); use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift and/or move up to 15 pounds (assistance can be provided if employer is notified). Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must have clear and understandable speech.
• Work environment: The noise level in the work environment is usually minimal.

Please email resume and salary requirements to jobs@missionresearch.com.
No phone calls, please.