Director of Customer Service

Terraboost Media is a fast-growing retail media business specializing in regional and national media sales and outreach. With over 100,000 5-foot-tall, full-color wellness billboards nationwide, we empower advertisers to go beyond traditional advertising—sponsoring wellness in communities across the USA. This unique opportunity allows brands to connect with consumers in meaningful ways, building trust, creating impact, and driving results. Advertisers enjoy prime visibility with jumbo wellness billboards strategically placed at the front doors and pharmacy wait areas of America’s top retailers, including CVS, Kroger, and Albertsons.

Terraboost Medis is seeking a Director of Customer Service to join our team. As the Director of Customer Service, you will play a crucial role in ensuring our customers receive exceptional service and support. You will lead a team of Customer Support Specialists, oversee day-to-day operations, and implement strategies to enhance customer satisfaction and loyalty. This role requires a blend of leadership, problem solving skills, CRM application skills and a deep understanding of customer service principles. This is an in-office role located in our Naperville, IL office.

Essential Functions:

• Supervise and motivate a team of Customer Support Specialists.
• Set and achieve clear goals and KPIs aligned with company objectives.
• Provide ongoing coaching and development opportunities for team members.
• Ensure efficient handling of customer inquiries, complaints and escalations.
• Monitor team performance metrics such as response time and resolution rate.
• Collaborate with other departments to resolve customer issues and improve service delivery.
• Update and maintain CRM system to provide key data for driving productivity
• Utilize data driven insights to make informed decisions and recommendations.
• Other duties as assigned.

Required Skills and Abilities:

• Excellent leadership and interpersonal skills.
• Strong communication skills, both written and verbal.
• Ability to problem solve while having a customer focused mindset.
• Excellent time and project management skills.
• Experience working with HubSpot CRM reporting and customer path management. Service Hub Software Certified applicants will be given priority.
• Must have a strong sense of responsibility and integrity.
• Ability to handle escalated customer issues with professionalism.
• Self-motivated and able to thrive in a results-driven environment.
• Strong computer skills and high level of proficiency with MS Office/Excel or Google Suite.

Minimum Required Education and Work Experience:

A minimum of 7-10 years of relevant customer service experience. This experience should include progressive responsibility, such as managing teams, developing customer service strategies, and working with senior leadership. A bachelor’s degree in Sales & Marketing, Communications, Business, or related field is preferred.

Benefits:

Terraboost Media has a robust benefits package for our full-time employees! We offer Medical Insurance, Dental Insurance, Vision Insurance, Employer Paid and Voluntary Life Insurance, Voluntary Short- and Long-Term Disability Programs, Health Savings Account (HSA with employer contribution), Flexible Spending Account (FSA), and Employee Assistance Program (EAP). We also provide a generous paid vacation, sick time, and holiday package, including a floating holiday that allows our employees to celebrate the holiday of their choice.

Equal Employment Opportunity Policy: Terraboost Media prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Terraboost Media conforms to the spirit as well as to the letter of all applicable laws and regulations.

Americans with Disabilities Act Policy: Terraboost Media will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to the Company.

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