Basically need someone who has "been there and done that" in all customer service situations. If you are that person then that should really be all I need to say. But beyond that the particulars are that we have a voip based phone system and a salesforce.com CRM. We make use of Cases, as well as knowledge and are attempting to build out our entitlement process (workflows within an individual case).
We are 100% inbound and can only get to a fraction of those even wanting to sign up. I have been plaqued with years of the worst employees one can imagine, due to my having to fill more than a dozen executive roles and not having systems in place to insure people are behaving as good honest ethical and moralistic folks in all situations. I thought everyone was just like that normally but I would be mistaken it appears. Thus I have no systems--just always told people to empathize, sympathize and find a solution fast while making sure the client feels that you are taking their problem as serious as they are---which is easier said than done.
So at the very least I need a "hired-gun" to be my go to guy/gal that I can trust will always do what is right by my clients and protect a hard fought and won good reputation while not giving away the farm every time someone is upset. Because we both know why the appear upset isn't usually the root of the problem.
On a larger scale this person could create training materials and systems of standard work, as well as assist in building out the knowledge base. Perhaps even hire, fire , and manage the staff. As I try and my cognisant and honest with myself about strengths and weaknesses and dealing with employees that are not like me is very challenging for me and thus I am very bad at it.