The Director of Customer Service will direct and oversee the organizations customer service operations.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains departmental supervisory staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the departments budget.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelors degree required.
• At least five years of related experience required, with prior management experience highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.