What are the responsibilities and job description for the Director of Customer Service position at Hire Velocity?
Are you a strategic leader with a passion for driving customer experience and operational excellence? We are seeking a Director of Customer Service to join a growing, multi-state home services organization. This role is ideal for a data-driven, customer-focused professional ready to take ownership of building a best-in-class service operation.
Position Overview:
The Director of Customer Service will be responsible for developing and executing strategies that elevate the customer journey, enhance lead conversion efficiency, optimize the post-purchase experience, and strengthen long-term customer loyalty. This position provides shapes our customer experience programs and provides direct leadership over our call center operations.
Key Responsibilities:
Develop and Implement New Initiatives
- Build and execute a strategy for a Customer Service Center of Excellence.
- Evaluate leadership and support structures to drive productivity and skill development.
- Provide direction and leadership to field call center supervisors.
- Establish scalable systems to support after-hours, peak times, and 24/7 customer needs.
- Develop a strong base of customer experience analytics and reporting.
Optimize Customer Support Operations
- Optimize CRM and phone system technology solutions to improve efficiency.
- Create and track KPIs to measure customer satisfaction and identify revenue opportunities.
Drive Customer Engagement
- Leverage loyalty programs and promotions to build long-term value.
- Partner with marketing, technology and operations to support all channels of customer engagement and lead handling opportunities.
- Monitor customer experience measures, reviews, and satisfaction metrics to ensure excellence.
Lead and Manage the Team
- Oversee customer service managers for our call center operations
- Direct training resources and agent learning curriculum
- Recruit, mentor, and grow a high-performing service team
Enhance Post-Purchase Experience
- Improve resources, referral programs, and review collection efforts.
- Partner with Marketing, Dispatch and other functions to drive improvements.
Customer Feedback & Continuous Learning
- Collect and act on feedback to improve service delivery.
- Stay current with industry best practices and emerging customer engagement technologies.
Qualifications:
- 7 years’ experience in customer service/call center operations, with at least 5 years in leadership roles.
- Proven ability to drive customer engagement and satisfaction in a consumer-facing environment.
- Strong background in data analytics and KPI-driven strategy execution.
- Experience leading multi-channel customer support teams.
- Proficiency with CRM systems and Internet phone tree systems.
- Bachelor’s degree in business, marketing, or equivalent experience.
Why Join Us?
- Competitive compensation with bonus opportunities.
- Full benefits package effective day one (medical, vision, dental).
- Employer-provided life insurance and disability coverage.
- 401(k) with company match.
- Paid time off, holidays, and parental leave.
This is an opportunity with a leading, growth-focused organization in the home services industry. If you are passionate about elevating the customer experience and leading high-performing teams, we want to hear from you.
EEOC statement: This company is a dedicated equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.