Director of Customer Service

Job Title: Director of Customer Service/Customer Success

Location: Boca Raton, FL

Company Overview:

Our client is the global leader in cash management, security services, and logistics, with a vast fleet of drivers, messengers, and operational personnel. Their mission is to provide secure and reliable services to their clients, ensuring peace of mind and operational efficiency. As they continue to grow, they seek a Director of Customer Service to lead their customer support initiatives and manage escalations across their global operations.

For faster consideration, send your resume to dcloonan@mastaffing.com or select a time to speak: https://calendly.com/dcloonan-8gg/30min

Job Overview:

The Director of Customer Service will be responsible for managing all escalations within the call center and addressing client-facing issues, including route changes, pickup/delivery location adjustments, and service disruptions. This individual will lead a team dedicated to ensuring the highest levels of customer satisfaction and operational efficiency. The ideal candidate will have experience in handling large-scale customer service operations and be comfortable navigating complex logistical challenges. This role offers excellent benefits, growth opportunities, and a very competitive salary.

Key Responsibilities:

• Oversee and manage all customer service escalations within the call center, ensuring swift and effective resolution
• Handle client-facing issues, including service interruptions, route changes, and pickup/delivery adjustments
• Collaborate with operations and logistics teams to resolve service challenges and ensure client satisfaction
• Analyze call center performance metrics, identifying areas for improvement and implementing solutions to enhance efficiency and customer experience
• Serve as the primary point of contact for high-level client inquiries and concerns, delivering proactive and tailored solutions
• Lead and mentor the customer service team, fostering a culture of responsiveness, professionalism, and excellence
• Develop and implement customer service strategies that align with company objectives and support global operations
• Ensure compliance with company policies, industry regulations, and client service agreements
• Work closely with the fleet management team to address issues related to driver routes, scheduling, and delivery performance

Qualifications:

• Proven experience in a senior customer service or operations role, preferably within the cash management, security, or logistics industries
• Strong leadership and team management skills with the ability to handle high-pressure situations and escalations
• Excellent communication and interpersonal skills, capable of managing client relationships at all levels
• Solid understanding of fleet management, route optimization, and logistics operations
• Ability to work cross-functionally with operations, logistics, and account management teams
• Strong problem-solving skills, with the ability to think critically and make decisions under pressure
• Proficient in customer service software and CRM systems
• Bachelor's degree in business, operations management, or related field preferred

Benefits and Compensation:

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision benefits
• Retirement plan with company match
• Opportunities for career growth within a global organization
• Paid time off and flexible work arrangements

If you are an experienced customer service leader with a passion for problem-solving and client success, we encourage you to apply and be part of our growing team.