Director, Customer Service

Welcome!

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The Director, Customer Service is responsible for the financial and operational success of the Customer Service department. Works with leadership to develop deadlines, projects, and work to be done. Typically reports to a senior director or an executive; manages the work efforts of managers/supervisors/individual contributors.

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• Provides strategic leadership for all centralized contact center operations, ensuring exceptional customer service, operational efficiency, workforce performance, and execution across multiple regional teams.
• Oversees daily operations while driving continuous improvement, operational excellence, workforce optimization
• Develops industry-leading customer service standards and culture.
• Analyzes to interpret and use advanced support data to craft game-changing strategies.
• Lead the overall performance of centralized contact center operations.
• Direct Regional Call Center Supervisors, the Digital Care Supervisor, Performance & Growth, and Team Leads
• Direct offshore vendor and manage performance output and staffing.
• Oversee five regional call-taking teams, headquarters operation, and offshore call center vendor (total workforce count of ~200-250).  
• Partner with Workforce Management to ensure optimal staffing and service levels.
• Drive operational excellence through coaching, performance management, and KPI accountability.
• Lead initiatives focused on productivity, booking conversion, service levels, and customer satisfaction.
• Innovates, leads and implements pioneering customer retention programs.
• Collaborate with Customer Experience leadership to improve customer outcomes.
• Develop succession plans and leadership development programs across the organization.
• Prepare executive reporting and operational business reviews.
  

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• Minimum Experience: 10+ years • Minimum Education: Bachelor's Degree Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [email protected]