The Director Customer Service will serve as a leader and role model to drive superior customer service which will support and enhance the overall Customer Experience. He/She will perform management/analysis of Company customer feedback, reviewing store policies/practices vs. major competitors, mentoring field partners, traveling to stores and management of Company customer call center.

Job Description:

The Director Customer Service will perform all or some of the following Job description:

• Establish customer service goals and support results through best practice leadership and management principles. This includes the identification and support of service Key Drivers (behaviors) that provide an outstanding shopping experience

• Understand the causes of inconsistent performance by region/district and wield influence with field partners to address those issues quickly and effectively

• Enforce best practices and store-level action planning to support service objectives. Travel to markets across the country will reinforce the message

• Drive service objectives through personal interaction/mentoring with field partners and through the support and enhancement of impactful recognition programs that reach the associate level

• Hold teams accountable for performance while maintaining the focus on the key driver behaviors

• Ensure store training initiatives prominently include service objectives

• Make recommendations for organizational improvements to better support the Customer Experience

• Understand and react to the competitive landscape regarding all company policies, procedures and systems with a customer impact

• Maintain strong vendor relationship with customer feedback survey provider

• Maximize partnership and the use of feedback data to improve customer service initiatives. Requires consistent use of competitive data as part of improvement strategy. Remain cognizant of other sources/vendors that might be available to provide equal/better feedback

• Oversee Call Center operations ensuring acceptable service levels are provided

• Use call/email volume and related customer feedback to improve the in-store customer experience through field communications and reporting

• Identify opportunities to improve operations of call center and implement procedural changes that will enhance the support of our customers and stores.  

• Previous retail service leadership position
• Ability to positively communicate and demonstrate the company’s Core Values by developing trust and respect among peers, working as a team and partnering with individuals at all levels
• Strong analytical and written communication skills
• Ability to inspire and facilitate outstanding customer service
• Strong interpersonal, organizational and follow-through skills
• Highly flexible with a strong commitment to a deadline-oriented environment
• Ability to travel to store locations across the country.