Customer Service Director directs and oversees all aspects of an organization’s customer service policies, objectives, and initiatives. Develops service level standards focused on response times and issue resolution. Being a Customer Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Customer Service Director align customer service activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor’s degree or its equivalent. Typically reports to top management. The Customer Service Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. To be a Customer Service Director typically requires 5+ years of managerial experience.
Director Of Customer Service Job Description Template
Our company is looking for a Director Of Customer Service to join our team.
Responsibilities:
- Perform Quality Control Inspections for all completed homes prior to closing;
- Other duties as assigned or requested;
- Facilitate and negotiate company position with “hard to resolve” service requests;
- Continually evaluate and assist in revisions to current warranty program to enhance the company’s public image;
- Organizes and prioritizes departmental requirements such as expediting orders, invoicing, telecommunications and other sequential clerical tasks;
- Work closely with other management areas to ensure operational consistency within the organization and all lines of business;
- Responsible for implementing and enforcing B.I.S. rule and regulations for the Customer Service;
- Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals;
- Provide leadership and oversight of management for service operations;
- Monitors all pertinent benchmark requirements for the department (error rate, priority order intake, on-time delivery, parts outages;
- Responsible for overseeing SARBOX policies for the Customer Service Department;
- Must be knowledgeable of, and comply with the Company’s policies and procedures;
- Conducts performance reviews and recommends salary adjustments on a timely basis;
- Communicate and project the “we care” attitude to all customers and employees through all forms of communication (writing, verbal, appearance);
- Establish, monitor and work with team to improve on all aspects of service operations.
Requirements:
- Financial and budget/expense management experience;
- Must be willing to travel to meet with clients, attend conferences as well as assist Sales with site visits to potential clients;
- Able to adapt and succeed in a changing environment;
- Excellent communication and negotiation skills;
- Demonstrate ability to motivate and communicate with others at all levels;
- Strong strategic and customer focus with an understanding of the wider issues impacting the relevant markets;
- Demonstrated track record of operational effectiveness;
- Experience and knowledge working with Salesforce a plus;
- Evidence of well-developed leadership skills;
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment;
- Proven Management and/or relationship management experience;
- Strategic thinking and planning;
- Bachelor’s degree or equivalent work experience;
- Experience managing operational customer service teams;
- Experience to effectively manage, direct, and motivate staff.