Director of Customer Service

Job Brief:

We are seeking an experienced and dynamic Director of Customer Service to enhance customer satisfaction and experience. In this role, you will oversee the customers’ experience which will include, phone interactions, invoicing, order taking, contracting and other facets of direct customer interactions. This role will also have responsibility to identify areas for improvement, and implement innovative solutions to ensure customer service, retention, and loyalty. This position requires strong leadership, excellent communication skills, and a customer-first mindset. This role is responsible for designing, delivering and managing processes to enhance employee skills, performance and knowledge for customer facing employee roles. This role involves creating effective strategies, assessing training needs and ensuring that employees are well-equipped to excel in their roles. The role will have direct reports related to customer billing and other customer facing positions. The ideal candidate will have strong communication, organizational, and leadership skills to foster a culture of continuous learning and professional growth.

Leadership:

• Promote an environment and culture that focuses on fulfilling the mission and core values of Nexus.
• Model behaviors that support Nexus core values to be a trusted advisor to our customers and members.

Duties and Responsibilities:

• Develop Customer Experience Strategies: Design and execute customer experience initiatives aligned with company goals and objectives.
• Customer Journey Mapping: Analyze and optimize the entire customer journey to identify gaps and opportunities for improvement.
• Data Analysis: Collect, analyze, and report customer feedback, trends, and metrics to inform decision-making and improve customer satisfaction.
• Team Collaboration: Work closely with cross-functional teams (e.g., sales, marketing, customer service, product) to ensure consistent and seamless customer experience.
• Work closely with department managers and HR to align training programs with organizational objectives.
• Provide coaching and mentoring to employees as needed.
• Drive change initiatives by engaging and fostering a culture of continuous improvement.
• Provide training, tools, and support to teams impacted by process changes.
• Process Improvement: Identify and address bottlenecks in the customer experience process, recommending solutions to enhance efficiency and quality.
• Develop and implement strategies to optimize workflows, reduce costs, and improve service delivery.
• Establish and track key performance indicators (KPI’s) to monitor the effectiveness of process improvements.
• Conduct regular audits and evaluations to ensure continuous improvement.
• Customer Feedback Management: Develop systems to gather and respond to customer feedback, ensuring timely resolution of issues and improved satisfaction.
• Training & Development: Train, manage and mentor teams to uphold a customer-centric culture across the organization.
• Training Program Developments:
• Design and develop training materials, including manuals, presentations, and e-learning modules.
• Customize training programs to address specific organizational goals and departmental needs.
• Conduct engaging and interactive training sessions, workshops and seminars.
• Use various training methods, such as in-person instruction, virtual learning, and hands-on activities, to suit diverse learning styles.
• Evaluate the effectiveness of training programs and make necessary improvements based on feedback and outcomes.
• Technology Integration: Leverage tools, software, and technology to monitor and improve customer experience performance.
• Reporting & Insights: Create regular reports on customer satisfaction, retention, and engagement metrics, presenting actionable insights to leadership.
• Performs other related duties as assigned.

Key Competencies:

• Empathy and active listening.
• Strong attention to detail.
• Conflict resolution and negotiation skills.
• Customer-focused mindset with a passion for creating positive experiences.
• Strategic thinking and a proactive approach to problem-solving.
• Collaborative team player with excellent organizational skills.
• Adaptability to change and a drive for continuous improvement.
• Proven experience in training, coaching or employee development.
• Strong communication and presentation skills.
• Ability to analyze data and measure training effectiveness.
• Excellent organizational and time management skills.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).
• Proven experience in customer service, people management, training, coaching, employee development or related roles (e.g., at least 3–5 years).
• Exceptional interpersonal and communication skills, both verbal and written.
• Strong analytical and problem-solving abilities.
• Ability to work with various levels of people on training job duties.
• Proficiency in customer experience tools, CRM systems, and analytics platforms.
• Leadership experience with a track record of managing teams or cross-departmental projects.
• Ability to handle complex projects and meet deadlines in a fast-paced environment.
• Knowledge of root cause analysis, lean process management or Six Sigma.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position:

• The employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; sit; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The Prolonged periods sitting at a desk and working on a computer.
• The noise level in the work environment is usually low to moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Pay: $75,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $75,000 - $150,000