Welcome! ‎ The Director, Customer Service is responsible for the financial and operational success of the Customer Service department. Works with leadership to develop deadlines, projects, and work to be done. Typically reports to a senior director or an executive; manages the work efforts of managers/supervisors/individual contributors. ‎ Provides strategic leadership for all centralized contact center operations, ensuring exceptional customer service, operational efficiency, workforce performance, and execution across multiple regional teams. Oversees daily operations while driving continuous improvement, operational excellence, workforce optimization Develops industry-leading customer service standards and culture. Analyzes to interpret and use advanced support data to craft game-changing strategies. Lead the overall performance of centralized contact center operations. Direct Regional Call Center Supervisors, the Digital Care Supervisor, Performance & Growth, and Team Leads Direct offshore vendor and manage performance output and staffing. Oversee five regional call-taking teams, headquarters operation, and offshore call center vendor (total workforce count of ~200-250). Partner with Workforce Management to ensure optimal staffing and service levels. Drive operational excellence through coaching, performance management, and KPI accountability. Lead initiatives focused on productivity, booking conversion, service levels, and customer satisfaction. Innovates, leads and implements pioneering customer retention programs. Collaborate with Customer Experience leadership to improve customer outcomes. Develop succession plans and leadership development programs across the organization. Prepare executive reporting and operational business reviews. ‎ • Minimum Experience: 10+ years • Minimum Education: Bachelor's Degree Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. ‎ ‎ The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts. Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [email protected] Company Home Hello, Future Experts! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online. Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.

Director Customer Service.

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