Customer Services Recruiters

The Role of Customer Service Professionals

Customer service professionals act as frontline representatives of an organization, serving as the main point of contact between the company and its customers. Their primary role is to respond to customer queries, offer solutions to problems, and deliver a positive experience throughout the customer journey. This involves addressing questions, complaints, and technical issues through a variety of channels, for example, social media, email, phone, and chat.

They are required to have a comprehensive knowledge of the organization’s products and services, ensuring they provide accurate information and effective solutions. Besides problem-solving, customer service professionals gather feedback, manage accounts, process orders, and occasionally handle reimbursements or upsell additional products.

Overall, they play a vital role in building trust and fostering long-term customer loyalty by embodying the company’s values and demonstrating a positive, empathetic attitude even in stressful situations. In doing so, their work upholds the company’s reputation and customer retention, which, in turn, fuels success.

Our Approach to Customer Service Executive Search

The first step in our executive search process is gaining an understanding of your unique needs, company culture, and your specific requirements for prospective employees. Once our assessment is complete, we can compare your requirements with the existing customer services team to identify any gaps.

Keller’s specialized executive search team then embarks on a thorough search for top customer service talent. To achieve this, we utilize our extensive candidate database and NPAworldwide membership to pinpoint job seekers, whether they are already employed or not. We focus on finding professionals who possess the right skills and culture fit for the type of position we are recruiting for (e.g., entry-level, permanent, temporary, or C-suite).

In the next step, we perform rigorous criminal history, background, and reference checks to verify the details on each candidate’s resume. At the same time, we evaluate other factors that influence the success of a new hire, such as their personality, work ethic, motivational drivers, and leadership style.

Throughout the hiring process, we are committed to finding candidates who are as diverse as they are experienced and do not discriminate based on age, gender, ethnicity, or belief. This approach is intended to provide employment opportunities for people of all groups, as part of our commitment to inclusivity.

The final step in the process is presenting our list of pre-screened, high-quality talents to our client’s hiring manager for final review. However, our involvement does not end there; Keller offers support throughout the onboarding process to ensure a smooth transition for the new hire and our client’s satisfaction with their choice.

Why Our Approach Differs

Keller’s team has played a large role in helping to develop and refine our recruitment approach. With their insights into the field, we have successfully crafted a strategy that consistently delivers exceptional results. However, this was not always the case.

When we were still a young organization just starting out in the recruitment business, we utilized a cut-and-dry method that was more suited to finding large volumes of candidates rather than the top 1%. It also overlooked the fact that no two businesses are alike, with each one requiring something different from the next. Although this method seemed to work well at the beginning, we soon realized how ill-advised it was for securing leaders for our client firms.

This realization was reached during a search for a major client, where we had been entrusted with the task of finding someone for a senior-level role. However, because we employed a generic search method at the time, we neglected to check our candidate’s compatibility with the client’s corporate culture. This resulted in problems down the line since our candidate ended up clashing with the existing leaders of our client’s firm, culminating in disagreements at the senior-level of management.

Ultimately, the placement failed, and we decided to overhaul our approach to prevent another incident of its kind from occurring again in the future. After adopting a more tailored approach, we noticed a marked increase in the number of successful hires we were making. At present, Keller boasts one of the highest retention rates among competitors for roles spanning diverse industries and functional areas.

To ensure we uphold our current position among the world’s best executive search firms and continue to grow our offerings, we stay updated with industry trends, challenges, and the location of emerging talent to help our clients remain competitive in today’s turbulent business landscape.

Consult Keller’s Insights for guidance and counsel related to improved HR processes and workflows that can assist you in creating a business environment that thrives.

Our Fields of Expertise Under Customer Services

Keller offers assistance in finding top-tier talent for various industries, including customer services. Some of the disciplines within customer services that we focus on include:

• AI and Automation Tools
  Benchmarking and Performance Metrics
• Communication and Interpersonal Skills
• Complaint Resolution
• Crisis Management
• Cultural and Linguistic Sensitivities
• Customer Education and Onboarding
• Customer Relationship Management (CRM) Software Proficiency
• Data Analytics and Reporting for Service Efficiency
• Escalation and Case Management
• Feedback Analysis and Improvement
• Knowledge Base Management
• Loyalty and Retention Strategies
• Multichannel Support (Email, Phone, Chat, etc.)
• Product Knowledge and Training
• Quality Assurance and Monitoring
• Service Level Agreement (SLA) Management
• Social Media Engagement
• Technical Support and Troubleshooting
• Upselling and Cross-selling Techniques

Leadership Positions in Customer Service We Place

At Keller, we specialize in sourcing talent across the entire spectrum of customer-facing roles because we know how essential customer service is to the success of an organization. Whether you’re seeking candidates for front-line positions such as Receptionists and Customer Service Associates or seasoned professionals for senior management roles, our comprehensive industry knowledge and holistic approach to recruitment enable us to pinpoint the ideal candidates for your needs.

By tailoring our search to match your specific organizational culture and goals, we ensure that every hire we place will champion your brand and provide an exceptional customer experience. We also acknowledge that no two organizations are the same when it comes to building lasting customer relationships. Our staffing portfolio encompasses a broad range of specialized and niche roles, including Bilingual Customer Service Representatives, Help Desk Specialists, Account Managers, and many others.

However, where our expertise really shines is at the managerial and directorial levels. Whether you’re looking for a Call Center Manager who can coordinate large-scale team operations or a Customer Service Director who can craft strategic customer engagement initiatives, Keller has you covered. Our customer service recruiting team is adept at securing visionary leaders who can help nurture collaborative, high-performing environments.

Why Companies Worldwide Trust Keller's Customer Service Recruiters?

Keller is widely recognized as one of the best customer service staffing agencies in the world. We are renowned for our unmatched service and for building lasting ties with our clients. Above all, we are passionate about finding the right person for the right job. Our mission is to ensure the individuals we recommend possess the skills and mindset to succeed in their roles and contribute to the long-term growth of our clients’ firms.

Partnering with Keller as your trusted executive search ally can help you become a frontrunner in your field. Our deep understanding of the sector, combined with our talent acquisition expertise, sets us apart from other agencies. We also provide regular updates about the progress of your search so you are always in the loop.

We have built our reputation on consistently delivering outstanding results, an unwavering commitment to quality, and a vast pool of customer service experts and professionals for our clientele to choose from. However, if our experience in customer service recruiting has taught us anything, it’s that companies should always be looking for ways to improve the customer experience. The same goes for our firm. As such, we value every form of feedback we receive, both positive reviews and negative comments.

Our Promise – The Right Hire

Professionalism is one of Keller’s hallmarks. To us, upholding client privacy is vital, and we go to great lengths to ensure confidentiality throughout each executive search process. In other words, all the information we receive during an engagement will be handled with the highest level of consideration. Additionally, we adhere to the data protection regulations of your specific region and pledge to never sell your information.

Although we make every effort to deliver the perfect match for your organization, we know that a search can still go wrong due to unforeseen circumstances or other factors beyond our control. Therefore, we offer to find a replacement for any of our candidates who fall short of your expectations within the first 90 days of employment at no extra charge.

When you work with Keller, you allow us to contribute to your company’s growth and success. Contact us today to schedule a consultation with one of Keller’s experts.