Sign up to Zippia and discover your career options with your personalized career search.

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss


The email and password you specified are invalid. Please, try again.

Email and password are mandatory

Forgot Password?

Don't have an account? Sign Up

reset password

Enter your email address and we will send you a link to reset your password.

Back to Log In


Become A Customer Service Director

Where do you want to work?

To get started, tell us where you'd like to work.
Sorry, we can't find that. Please try a different city or state.

Working As A Customer Service Director

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $52,630

    Average Salary

What Does A Customer Service Director Do At Penn National Gaming

* The following and other duties may be assigned as necessary:
* Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
* Ensures customer service standards are followed by all team members and addresses issues as they arise.
* Responsible for the overall achievement of department and property customer service goals.
* Develops, evaluates, enforces, reviews and approves changes or revisions to operating practices, procedures and standards based on business trends and practices.
* Designs, develops and implements tools to facilitate service observations, direct service measurements, and informal customer interactions, in-order to evaluate effectiveness of key service delivery systems.
* Ensures that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
* Leads management and/or team member training related to Service Culture.
* Communicates service vision clearly and influences at all levels within the organization.
* Facilitates Customer Service meetings with property management teams & team members; motivating continuous improvement directed toward enhancing guest experiences.
* Analyzes quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey.
* Converts data into useful and actionable information.
* Uses analytical skills to understand the correlation of service components that impact the customer experience.
* Uses analytical skills and ability to influence key leaders during the development of service process standards, improvements, and measurements.
* Manages and communicates results of the property shop program, electronic property guest service feedback system and all other forms of guest feedback.
* Represents and communicates the customer’s views during intra-property meetings pertaining to service, event planning, and new product introductions.
* Partners with the Human Resources on an as needed basis to design/create, integrate and lead customer service initiatives and programs.
* Partners with operational departments to establish service standards and metrics.
* Partners with the leadership teams to create service recovery programs.
* Partners with functional areas to prepare for service delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on business volumes.
* Reviews all guest communication, preparing and following through, in a timely manner.
* Communicates guest feedback on a regular basis to the Executive team and appropriate department leaders.
* Partners with Human Resources and operational departments on creation and/or execution of team member recognition initiatives to increase overall customer service.
* Performs active follow-up on each guest experience initiative and communicates status of all assigned projects on a regular basis.
* Mentors and serves as a liaison to the Security Manager according to business needs.
* Oversees relationship with 3 rd party Valet contractor according to business needs.
* Must adhere to regulatory, department and company policies.
* Perform all job duties in a safe and responsible manner.
* Compiles information, complete and submit reports to authorized management or Accounting as required.
* Maintains strict confidentiality in all departmental and company matters.
* This job has supervisory responsibilities.
* Responsible for staff development and training programs.
* Responsible for rewards and recognition program to maximize overall customer satisfaction.
* Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
* Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
* Determines work procedures and expedites workflow.
* Responsible for employee performance (disciplining, coaching, counseling).
* To be successful in this position it will require the following skill set

What Does A Customer Service Director Do At Pearson

* Business Process Improvement & Execution
* Work to support cross-functional improvement initiatives as a change agent to enhance organizational impact and drive implementation of critical initiatives.
* Partner with the other Direct Reports to the SVP, LSPS to lay the foundation for change management and effective project execution across the LSPS organization.
* Evaluate opportunities to improve operational efficiency and effectiveness, providing thought leadership that drives business concept to action.
* Utilize expertise in innovation and process improvement methodologies (e.g., Lean, Six Sigma, Agile, etc.) to advise organization in best approaches to implementing change initiatives.
* Align Project MILE to the correct projects with strategic objectives and identify opportunities to increase efficiencies, quality and service.
* Guide cross-functional alignment of goals and execution, and help teams/departments drive strategic partnerships and new initiatives forward together.
* Provide program management support to LSPS’s key strategic and operational priorities.
* Strategic & Business Planning
* Coordinate and guide the LSPS’s strategic and operating plans.
* Assess organizational performance to identify competitive advantage, strategic options, and performance improvement opportunities.
* Develop methods and metrics to assess and ensure the development, communication, execution and refinement of the LSPS strategic plan.
* Support organizational alignment around the Strategic Plan by partnering with core internal functions to deliver on organizational commitments.
* Oversee provision of a portfolio of strategic, business planning and management consulting services to internal departments.
* Consult Senior LSPS Leaders internally to ensure fulfillment of strategic goals by identifying gaps and developing solutions.
* Business Analytics, Partner Program & VoC
* Work closely with Finance Business Partner to provide business critical insights and guidance to the LSPS using analytics to making long-term strategic decisions aligned with Mission.
* Provide analytical aptitude that supports the LSPS’s key strategic and operational priorities.
* Implement a standardized methodology (within current Pearson approach and guidelines) for evaluating investment analyses of existing and proposed programs in terms of impact realization and financial effectiveness.
* Conduct feasibility studies, ROI, cost-benefit, rate of return and other analyses and due diligence to evaluate potential investment initiatives, including developing models to forecast revenue, cost and other quantitative and qualitative implications across a range of likely scenarios.
* Create a standardized methodology for developing and submitting business cases and other types of proposals to leadership.
* Promote consistency in the evaluation of business opportunities and capital investments across all internal business operations.
* Work closely with IT to enhance the capturing, cleaning, and dissemination of data.
* Bring world class innovation and ideas to evaluate and integrate diverse sets of business data including predictive modeling and advanced analytics.
* Develop insights and communicate them effectively to aid the organization in data informed decision making.
* Services Partner Program
* Responsible for develop/implement/maintain a Partner Selection Process, Partner Recruitment Package, an ensure to a Channel Governance Process
* Hold Quarterly Business Reviews based on agreed to Key Performance Indicators
* Ensure Partners are trained and certified
* Knowledgeable in the markets we want them to execute
* Maintain reasonable costs
* Ensure Partners follows defined Engagement Process
* Customer Analytics Program (CAP)
* Responsible to develop/implement/maintain the CAP by designing surveys, collecting data, and providing insightful analyses to the appropriate stakeholders.
* This includes managing the collection of CES, CSAT, NPS and other related metrics, and refining it on an ongoing basis.
* Perform correlation analysis (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) as necessary.
* Developing a customer segmentation model using historical and forecasted data and other LS approve criteria (e.g.
* Strategic Importance, Influence, Walletsize, Walletshare, Spending habits, etc).
* Engagement Management & Services Resource Support
* Position a Program Office as a trusted advisor in assisting with development of new ideas, solution-oriented problem solving and decision support.
* Lead execution and/or serve as support on strategic initiatives that present significant opportunity and/or risk to the LSPS organization.
* Develop a strong sustainable business model and resource pool that can deliver on expectations across a broad set of diverse needs, stakeholders, and business models.
* Effectively identify how multiple projects connect and leverage synergies to add maximum value.
* Consult senior LSPS Leaders to ensure fulfillment of strategic goals by identifying gaps and developing solutions.
* Maintain a working understanding of the LSPS Customer Centric Movement as well as the overall education industry landscape and, the LSPS’s position within it; apply this understanding to anticipate arising issues and to advance the LSPS’s strategic thinking.
* Foster a culture of performance excellence based on trust, teamwork, collaboration and respect among direct reports and colleagues.
* Qualifications

What Does A Customer Service Director Do At Taylor Corporation

* General
* Lead the client care team within assigned area or center, supporting customer acquisition, retention and expansion
* Develop & maintain relationships with sales, operations, & clients to allow for continuous communications, issue avoidance & resolution
* Responsible for overall customer relationship management, internal and external.
* Participates in PPR’s, customer surveys, and presentations to prospective and existing accounts.
* Selects, hires, trains, and retains Client Care Managers.
* Ensures quality and productivity of team customer support operation.
* Supports alignment of field and center operations to provide best in class customer service.
* Works with field/Dayton HR representative to insure proper application of HR policies and protect the company’s assets.
* Insures that the team meets objectives for key business drivers for profit, revenue, asset management, services billing and enabling technology Implementation
* Provides strategic planning and leadership of business processes, organizational structuresand systems

What Does A Customer Service Director Do At Washington Metropolitan Area Transit Authority

* _
* This is a highly responsible professional, administrative, and senior-level managerial customer service and customer information technology work.
* Director is responsible for representing the interests of Metro's transit-riding customer base and for directing and managing the Office of Customer Service for continuous quality improvement.
* Director manages the development and implementation of advanced customer information technologies to improve customer service, streamline operations and advance the Authority's strategic goals.
* Directs all aspects of the regional Silver Spring Customer Service Call Center facility and a full range of customer services including a modern state-of-the-art customer information call center, the MetroAccess (paratransit) call center; the ARTS regional data-base information system; customer inquiries, complaints, correspondence and commendations; on-site and on-line Lost & Found; on-line and voice-activated RideGuide; identification card issuance; the Bike-on
* Rail program; Jackson Graham Building reception and central switchboard services; and consumer advocacy.
* Director is responsible for developing customer service programs and strategies that enhance the Authority's ability to attract and retain new riders, increase revenue and maintain a positive consumer identity among the customers and communities WMATA serves.
* Director has extensive latitude for independent judgment and action, and is expected to develop and implement strategic and technologically advanced Customer Service campaigns and information programs.
* Director is measured by achievement of performance plan goals and is supervised by the Assistant General Manager for Communications.
* Directs and manages the various human and technology resources in the Office of Customer Service and the Silver Spring Call Center and serves as the Authority advocate for Metro's transit-riding customer base.
* Analyzes consumer research data and develops customer service technologies and information strategies that enhance the Authority's ability to attract and retain new riders and increase revenue, based on research findings.
* Establishes goals and objectives with clear quality improvement measures for all Customer Service and Call Center activities and employees.
* Develops and administers a comprehensive and effective Customer Service program.
* Administers a comprehensive consumer advocacy program and advises the Assistant General Manager on the acceptability of Authority programs and services to potential customers, including the Elderly and Handicapped and MetroAccess paratransit community.
* Represents the Authority at conferences, seminars etc related to customer service and emerging customer information technologies.
* Serves as WMATA representative for COG Traveler Information/ITS committees/activities, National 511 policy committee, 1
* corridor coalition, Volpe studies, etc.
* Makes presentations before the WMATA Board concerning ongoing or proposed Customer Service programs and initiatives.
* Directs the Customer Information Technology program and staff to provide innovative, effective and timely customer information products and services.
* Supervises the work of information technology consultants, contractors and vendors that support delivery of customer service technologies, activities and programs.
* Assures that the hiring practices of the Office reflect a firm commitment to and support of the Authority's EEO and affirmative action goals and Objectives.
* Plans for the professional development of employees to ensure that their skills remain competitive in their respective fields of endeavor.
* Manages the plant facility at Silver Spring, including interacting with the building maintenance, selecting security, equipment and furniture contractors for work that is not covered under the lease agreement.
* Directs the preparation of annual budget and work plan for budgetary and other management purposes.
* Prepares and presents oral and written reports and recommendations.
* Evaluates, implements and administers collective bargaining agreements, discussing complaints and grievances with employees or their representatives.
* The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular position.
* It is not intended to limit in any way the right of supervisors to assign, direct and control the work of employees under their supervision

Show More

Show Less

Customer Service Director jobs


Aw snap, no jobs found.

Add To My Jobs

Average Length of Employment
Service Manager 3.9 years
Service Director 3.8 years
Top Employers Before
Manager 6.9%
Director 5.0%
Top Employers After
Director 9.1%
Consultant 4.7%
Manager 4.3%
Owner 3.5%

Customer Service Director Demographics










Hispanic or Latino






Black or African American

Show More
Languages Spoken
































Show More

Customer Service Director Education


University of Phoenix


Northeastern University


Michigan State University


Brigham Young University


Ohio State University


University of South Florida


Villanova University


Temple University


University of Nevada - Las Vegas


Arizona State University


Auburn University


Middle Tennessee State University


University of Washington


Duke University


Northern Illinois University


University of Memphis


Kaplan University


University of Alabama


Fairleigh Dickinson University


Pennsylvania State University

Show More

















Computer Science


Political Science


Human Resources Management


General Studies


Criminal Justice










Liberal Arts


Public Relations


Electrical Engineering

Show More
















Show More
Job type you want
Full Time
Part Time

Real Customer Service Director Salaries

Job Title Company Location Start Date Salary
Technical Customer Service Director Integration Appliance, Inc. Palo Alto, CA Jan 03, 2016 $160,000
Technical Customer Service Director Integration Appliance, Inc. Palo Alto, CA Feb 03, 2016 $160,000
Director, Logistics and Customer Service Fiskars Brands, Inc. Peoria, IL Sep 09, 2015 $130,000
Director of Customer Service Oleumtech Corporation Irvine, CA Aug 28, 2014 $125,000
Director of Customer Service Oleumtech Corporation CA Sep 06, 2014 $125,000
Director, Customer Service Ericsson Television Inc. Duluth, GA Jan 31, 2013 $113,307
Director of Customer Service Net Power and Light, Inc. San Francisco, CA Oct 01, 2011 $100,360
Director-Customer Service Bizmatics, Inc. Columbia, MD Feb 15, 2012 $96,866
Director of Customer Service Cellotape Inc. Fremont, CA Nov 23, 2015 $80,000
Director of Customer Service Cellotape, Inc. Fremont, CA Oct 01, 2014 $80,000
Director of Customer Service Desert Palace, Inc. Las Vegas, NV Jun 01, 2011 $80,000 -

No Results

To get more results, try adjusting your search by changing your filters.

Show More

Top Skills for A Customer Service Director


Show More

Top Customer Service Director Skills

  1. Customer Service Representatives
  2. New Procedures
  3. Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Advocated for process improvements for customer service representatives.
  • Implemented new procedures and streamlined current processes, ensuring competent and efficient order fulfillment.
  • Participated with supervisory team to create standards for telephone monitoring used for training, performance reviews, and customer satisfaction analysis.
  • Implemented supervisor work skills and documentation reviews, and provided training and retention recommendations to the general manager.
  • Managed customer service department to provide superior customer service.

Top Customer Service Director Employers

Customer Service Director Videos

Career Advice on becoming a PA to Publishing Director by Lisa K (Full Version)

A Day in the Life of W's Beauty Director, Part 3

A Day In The Life Of A Funeral Director