Director of Customer Service

1 day ago

Mechanicsburg, United States The Carlisle Group (TCG) Full time

The Carlisle Group has been retained to search for a Director of Customer Service. Our client is America’s Most Admired Home Remodeling Brand®, operating in 40+ markets across 20+ states. The company was founded in 2006, employs 3,000+ employees, and is generating $1B+ in sales. They are the leading experts in residential bathroom remodeling, window, and door replacement, specializing in a fast, easy, and convenient home remodeling experience.

Organizational Position

The Director of Customer Service is a member of the Regional Operations leadership team. He/she will report to the Chief Revenue Officer and oversee the customer service team. This position works closely with regional operations leadership, branch leadership, inside operations and legal.

Job Summary

Our client is seeking a visionary transformational customer service leader to redefine and elevate our customer experience. This role focuses on leveraging innovation, technology, and leadership to design and execute a best-in-class service strategy that fosters customer loyalty, enhances satisfaction, and drives business growth. This role offers the opportunity to lead transformative change, redefine customer interactions, and shape the future of service excellence within the organization.

Essential Functions and Key Role Accountabilities

Strategic Leadership:

  • Develop and implement a forward-thinking, scalable, customer service strategy aligned with organizational goals and customer expectations.
  • Drive cultural change to embed a customer-first mindset across the organization.
  • Collaborate with cross-functional teams to integrate customer insights into product, service, and operational improvements.

Customer Experience Transformation:

  • Design and oversee customer journey mapping to identify pain points and opportunities for improvement.
  • Leverage digital transformation tools, including AI, chatbots, and CRM systems, to enhance service delivery and efficiency.
  • Introduce and champion customer-centric practices that build brand trust and loyalty.

Operational Excellence:

  • Implement metrics and KPIs to measure service performance, identify trends, and drive accountability.
  • Optimize customer service workflows and systems to improve responsiveness and resolution times.

Innovation and Change Management:

  • Identify and implement cutting-edge technologies and tools to elevate the customer service function.
  • Manage change initiatives effectively, ensuring seamless adoption of new processes and systems by the team.
  • Stay abreast of industry trends and emerging technologies to keep the organization ahead of the competition.

Team Leadership and Development:

  • Build, inspire, and lead a high-performing customer service team committed to excellence and innovation.
  • Develop robust training programs to ensure team members are equipped with the skills to deliver exceptional service.
  • Foster a culture of continuous learning and professional growth.

What Success Looks Like

Success in this role is defined by the creation and sustained delivery of a customer service experience that transforms the organization into a trusted, customer-centric leader in its industry. This includes measurable improvements in customer satisfaction (e.g., Net Promoter Score, first-contact resolution), enhanced team engagement and retention, and the seamless integration of innovative technologies to optimize service efficiency and personalization. Success is also reflected in a culture where customer-first values are deeply embedded, employees are empowered and motivated, and customer service directly contributes to increased loyalty, retention, and overall business growth. Ultimately, success is achieved when the customer service function evolves into a strategic differentiator and a key driver of the organization’s mission.

Minimum Role Requirements

  • Bachelor’s degree required: Master’s degree in business preferred.
  • A minimum of 8 years in customer service-orientated roles.
  • A minimum of 5 years of experience leading in a management role, with a track record of successfully leading and managing managers in a customer service department.
  • Proven track record as a customer service leader with experience in leading transformative initiatives.
  • Demonstrated success in leveraging technology to improve customer experience and service efficiency.
  • Strong experience in change management and cultural transformation.
  • Strategic thinking with a focus on innovation and long-term impact.
  • Exceptional leadership, communication, and interpersonal skills.
  • Proficiency in data-driven decision-making, with the ability to interpret analytics to inform strategies.
  • Expertise in CRM systems, customer service platforms, and digital tools. Strongly prefer experience with AI and chatbots.
  • Experience with all Microsoft Office products including Outlook, Word, Excel, and PowerPoint.
  • Must have a valid smart phone or smart device to log in to company required systems using two-factor authentication.

Work Environment and Mental or Physical Requirements

  • The standard workweek for this position is Monday – Friday, in office.
  • Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.
  • Requires working indoors in environmentally controlled conditions with standard level of noise common to an office environment including office equipment and co-workers speaking to each other and on phones.
  • While performing the duties of this job, the employee is regularly required to: sit for prolonged periods; repetitive motion of hands/wrists/fingers; concentrate.

Reasonable Accommodation for Disability

Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to inform the Talent Acquisition or Human Resources Department to begin the interactive exchange process.

  • Service Operations Director

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Lawrence Chevrolet Full time

    Job OverviewWe are seeking a highly skilled Service Operations Director to lead the success and profitability of our service department.

  • Customer Service Representative

    1 day ago

    Mechanicsburg, Pennsylvania, United States Fred Beans Ford of Mechanicsburg Full time

    About the Role: We are seeking a reliable and courteous individual to join our team as a part-time driver. This role offers a unique opportunity for those looking for flexible hours and a chance to gain experience in the automotive industry. Responsibilities:Maintain safe driving habits and obey all traffic lawsInspect the company vehicle dailyCommunicate...

  • Customer Service

    4 months ago

    Mechanicsburg, United States Elements Massage Full time

    Overview: If youre looking for a sales associate / customer service job where you can positively change the lives of clients in a meaningful way, then look no further! Elements Massage in Mechanicsburg is a wellness studio looking for an engaging, fearless, outgoing personality to lead retail sales and customer service of potential clients and current...

  • Medical Director of Wound Care Services

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States ReNew Wound Care Full time

    Job OverviewWe are seeking a skilled Physician to join our team as a Medical Director of Wound Care Services. As part of ReNew Wound Care, you will have the opportunity to work with a highly skilled team of wound care specialists in skilled nursing facilities.

  • Customer Service Representative

    1 day ago

    Mechanicsburg, Pennsylvania, United States Domino's Pizza LLC Full time

    **Domino's Pizza LLC Job Overview:**We are seeking a highly motivated and friendly individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service, taking orders over the phone and in person, and working collaboratively with colleagues to achieve sales...

  • Customer Service Associate

    1 day ago

    Mechanicsburg, Pennsylvania, United States Domino's Pizza LLC Full time

    At Domino's Pizza LLC, we are looking for a motivated and friendly Customer Service Representative to join our team. This role involves taking orders over the phone and in person, dealing with customer concerns, handling cash transactions, upselling, making pizzas, and maintaining a clean and safe working environment.Job RequirementsDemonstrate a...

  • Customer Service Represenative

    5 days ago

    Mechanicsburg, United States Cowan Systems Full time

    Customer Service Representative About Us: Formed in 1924 Cowan Systems is a privately owned company headquartered in Baltimore, MD and enjoys a history of excellence and quality in the transportation business. Starting out as one man's entrepreneurial spirit, has grown into six unique divisions that operate throughout the country. Today, Cowan's...

  • Customer Service Ambassador

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Taco Bell Full time

    Job OverviewWe are seeking a highly motivated and enthusiastic individual to join our team as a Customer Service Ambassador at Taco Bell. This role is ideal for those who enjoy working in a fast-paced environment and are committed to providing exceptional customer service.Key Responsibilities:Maintain a Clean and Safe Environment: Ensure that the store...

  • Customer Service Associate

    3 days ago

    Mechanicsburg, Pennsylvania, United States Wal-Mart Stores , Inc. Full time

    Job Overview: As a Customer Service Associate, you play a vital role in ensuring customers have an exceptional experience at Walmart. Your primary responsibilities include greeting customers, answering questions, and resolving issues in a positive and professional manner.\Compensation: The estimated hourly wage for this position is $18.00, with the potential...

  • Customer Service Representative

    7 months ago

    Mechanicsburg, United States U-Haul Full time

    Location: 4725 Gettysburg Rd, Mechanicsburg, Pennsylvania 17055 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company's...

  • Customer Service Intern

    3 weeks ago

    Mechanicsburg, United States American Water Company Full time

    Requisition ID: 107273 Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional &...

  • Customer Service Intern

    3 weeks ago

    Mechanicsburg, United States American Waterworks Full time

    Requisition ID: 107273 Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional &...

  • Lead Customer Service Associate

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Burlington Stores Full time

    Lead Customer Service Associate Job Summary:We are seeking a motivated and experienced Lead Customer Service Associate to join our team. In this role, you will be responsible for leading day-to-day customer service initiatives, inspiring associates to provide exceptional customer service, and creating a positive shopping experience for our customers.About...

  • Physician Center Medical Director

    6 months ago

    Mechanicsburg, United States Concentra Full time

    Overview: Are you ready to take your physician career to new heights in central Pennsylvania? As Center Medical Director at Concentra's Mechanicsburg center, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a...

  • Customer Service Experience Manager

    1 day ago

    Mechanicsburg, Pennsylvania, United States Burlington Stores Full time

    We are seeking an experienced Customer Service Experience Manager to join our team at Burlington Stores in Mechanicsburg, PA. As a key member of our store staff, you will be responsible for leading day-to-day customer service initiatives and ensuring a positive shopping experience for all customers.Key Responsibilities:Drive improvement of friendliness,...

  • Executive Director of Dining Operations

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Aramark Full time

    About the OpportunityWe are seeking an experienced Executive Director of Dining Operations to lead our team in providing exceptional dining experiences for our clients. As a key member of our leadership team, you will be responsible for managing the day-to-day operations of our dining services, including menu planning, food preparation, and staff...

  • Plumbing & Electrical Customer Service

    3 weeks ago

    Mechanicsburg, United States Disability Solutions Full time

    Description:Are you interested in helping people solve problems and offer solutions? Our sales & customer service associates strive to provide our customers with product knowledge, high-quality customer service, and a positive and enjoyable shopping experience. We believe if PaulB is a great place to work, PaulB will be a great place to do business with!We...

  • Plumbing & Electrical Customer Service

    2 weeks ago

    Mechanicsburg, United States Paul B. Zimmerman, Inc. Full time

    Job DescriptionJob DescriptionDescription:Are you interested in helping people solve problems and offer solutions? Our sales & customer service associates strive to provide our customers with product knowledge, high-quality customer service, and a positive and enjoyable shopping experience. We believe if PaulB is a great place to work, PaulB will be a great...

  • Dining Operations Director

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Aramark Full time

    About the RoleAramark is seeking a seasoned professional to fill the position of Dining Operations Director. This key role involves overseeing the management of dining services operations for a Continuing Care Retirement Community, ensuring seamless execution and delivering exceptional client satisfaction.As a leader in the field, you will have a strong...

  • Customer Service Representative

    2 weeks ago

    Mechanicsburg, Pennsylvania, United States Disability Solutions Full time

    We are seeking a Customer Service Representative to join our team at Disability Solutions. As a key member of our sales and customer service team, you will play a vital role in providing exceptional customer experiences and helping customers find solutions to their problems.Our ideal candidate is a positive and friendly individual who is passionate about...