Customer Service Director

5 days ago


Harrisburg, Pennsylvania, United States West Shore Home Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Manager to join our team at West Shore Home. As a key member of our Customer Service team, you will play a critical role in driving forward our mission of delivering exceptional customer experiences.

Key Responsibilities:

  • Ensure compliance with all company and departmental service and quality initiatives.
  • Effectively coach, support, and provide supplemental training to Customer Service Representatives to mitigate escalated customers.
  • Provide performance feedback to senior leadership to ensure customer service expectations are being met.
  • Report on customer service metrics, including escalated customers, third-party vendors, and customer service-related issues.
  • Develop and maintain continuous product training and troubleshooting materials for Customer Service Representatives.

Requirements:

  • High School Diploma required; Bachelor's Degree preferred.
  • Minimum of 2 years customer service experience.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package, including health insurance, 401K, and paid time off.
  • Continued training and leadership development opportunities.

About West Shore Home:

We are a technology-enabled home improvement company with a customer-first mindset and an employee-centric culture. We are committed to staying true to our roots while driving national expansion plans. Our values align with a customer-centric approach, and we are driven by a common goal of becoming America's Most Admired Home Remodeling Brand.



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