Job Description
Job Summary:
The Director of Customer Service is responsible for overseeing the customer service to ensure exceptional service delivery, customer satisfaction, and support operations. This role involves leading a team of representatives, developing customer service policies, managing performance metrics, and driving continuous improvement initiatives aligned with the company’s strategic goals.
Key Responsibilities:
Develop and implement customer service strategies to improve customer experience and loyalty.
Lead, mentor, develop, and manage a team of customer service representatives.
Establish and monitor service metrics (e.g., response time, satisfaction scores, resolution rate).
Handle complex customer issues and escalations, ensuring timely and effective resolution.
Identify trends, insights, and areas for improvement through customer feedback and analytics.
Oversee the recruitment, training, and development of staff.
Ensure compliance with internal policies and external regulations.
Manage departmental budget, resources, and technologies (e.g., CRM systems, support software).
Create and maintain standard operating procedures and service-level agreements (SLAs).
Report on performance to executive leadership and recommend strategic initiatives.
Qualifications:
5–10 years of experience in customer service or support roles, including 3+ years in a leadership position.
Proven track record of improving customer satisfaction and leading successful teams.
Strong leadership, coaching, and team-building skills.
Excellent communication, conflict-resolution, and interpersonal skills.
Proficient in customer service software (e.g., Salesforce, Zendesk) and analytics tools.
Strategic thinker with strong organizational and problem-solving abilities.
The company was started in 1973 and has been in business in Salem since 1978. We pride ourselves on customer satisfaction and dedication to employees.
The company was started in 1973 and has been in business in Salem since 1978. We pride ourselves on customer satisfaction and dedication to employees.
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