Director of Customer Service

Are You Passionate About Delivering Exceptional Customer Experiences? Do You Have a Natural Talent for Leading and Mentoring Teams?

If you thrive on creating memorable experiences for customers, have a knack for resolving inquiries with ease, and are a strong, empathetic leader, then we want to hear from you We're on the lookout for a Director of Customer Service to join our dynamic team. This is your chance to lead and inspire a talented team, drive customer satisfaction, and make a tangible impact on the success of our company.

As the Director of Customer Service, you will lead by example while ensuring every interaction reflects the quality and professionalism our brand stands for. Your leadership will be key to fostering a culture of excellence, setting clear goals, and supporting your team in providing exceptional service at all times.

What You'll Do:

• Lead and Inspire: Oversee and manage the daily operations of the Customer Service and Concierge departments, providing guidance and support to ensure excellence.

• Performance Excellence: Develop and track performance goals for both customer service and concierge teams, driving continuous improvement and success.

• Team Leadership: Direct and mentor a team of customer service representatives and claims specialists, ensuring every team member is engaged, professional, and responsive.

• Policy Development: Establish and implement policies and procedures that streamline customer service operations and ensure compliance with industry standards.

• Customer Interaction: Resolve complex customer inquiries and escalations, handling sensitive situations with professionalism to maintain high levels of satisfaction.

• Floor Engagement: Actively walk the customer service floor, listening to calls and providing real-time coaching and feedback to enhance performance.

• Training & Development: Lead training efforts, shadowing customer service representatives and drivers to ensure all team members are well-prepared and continually growing.

• Claims Management: Oversee the claims department, ensuring timely and accurate claims processing, and developing procedures that drive efficiency and compliance.

• Negotiation: Negotiate settlements with claimants, aiming to resolve claims fairly while minimizing financial impact to the company.

• Monitor & Improve: Utilize AI phone systems and live call monitoring to proactively address service issues and ensure exceptional customer interactions.

• Team Building: Hire, train, and develop team members, providing ongoing learning opportunities to enhance their skills and performance.

• Customer Engagement: Reach out to existing and prospective residential and commercial clients, ensuring satisfaction and generating new concierge leads.

• Outreach & Networking: Represent Good Greek at home shows and community events, building relationships and expanding the brand presence.

• Digital Engagement: Drive customer loyalty through social media, email campaigns, and text messaging, creating meaningful connections with clients.

Skills & Qualifications:

• Proven experience in customer service leadership, with a passion for mentoring and coaching others.

• Strong proficiency in customer service software and Microsoft Office.

• Excellent verbal and written communication skills.

• Ability to meet and exceed customer needs with a solutions-driven approach.

• Bachelor's degree (preferred).

• Desirable Skills:

  • Interpersonal and problem-solving abilities.

  • Collaborative mindset and ability to maintain customer confidentiality.

  • Bilingual is a plus.

Why You'll Love Working With Us:
At Good Greek, we're committed to creating a positive, supportive environment where you can thrive. We value personal growth and offer plenty of opportunities to learn and advance your career. If you're ready to take your leadership skills to the next level and make a difference in our customers' lives, we'd love to have you on our team.

Good Greek and its affiliates are equal opportunity employers. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.