Director of Account Management and Customer Service

POSITION OVERVIEWThe Director of Customer Service is responsible for managing a team of Executive Account Managers and Customer Service Representatives. They will be responsible for overseeing the management of an array of accounts and the development of long-term relationships with clients, to ensure client satisfaction and continued growth for existing accounts. The Director of Customer Service will become the primary owner of the day to day activities and success of the department.


· Manage the day-today activities within the department to cultivate a dynamic customer experience, to include:

o Developing and implementing policies and procedures

o Ensuring the necessary tools and resources are available for quality delivery

o Plan, prioritize, and delegate work tasks to ensure the successful functioning of the department

o Review customer complaints, and track customer complaint resolutions

o Identify interventions needed to reinforce a customer-centric organization

o Communicate with customers as needed when issues are escalated

· Develop and reinforce policies and procedures of the Customer Service and Account Management department

· Monitor accuracy of, and analyze, client relations reporting data

· Analyze relevant data to determine customer service outputs

· Identify and implement strategies to improve quality of customer service and productivity

· Liaise with company management to support and implement growth strategies

· Engage with the internal and external customer experience community to stay current with new and emerging customer and employee experience best practices and processes

· Manages internal and external relationships

· Continuously evaluate the customer onboarding and retention process, to ensure communication alignment with sales and operations

· Assist in the interviewing and talent selection within the department, to build a strong customer-oriented team of Customer Service Representatives and Account Managers

· Create, and continuously improve, a process-driven methodology that achieves consistent output of exceptional levels of customer service

· Oversee the development and administration of training to customer facing personnel to ensure comprehension and a high level of competency

· Conduct and evaluate employee performance reviews


· Ability to evaluate diverse and large data sets (financial results, operational metrics, survey feedback, etc.) and determine cause/effect relationship

· Strong problem solving and conflict resolution skills

· Ability to quickly, and effectively, communicate complex information to a variety of audiences

· Strong ability to multi-task, effectively lead, and meet tight deadlines


· Bachelor’s degree preferred (particularly in related field)

· 5 years of supervisory experience in a related role

· 10 years of customer service or account management experience

· All prospective employees must pass a background and drug check

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