Director, Customer Service Direct Hire Newton, MA

Hours: 8:00am- 5:00pm Monday
- Friday Fully on site

Pay Range: $100,000 - $120,000

Job Description:

Lead the company's call center operations supporting equipment accounts. This role oversees customer service representatives and dispatch coordinators responsible for handling inbound service calls, creating work orders (technician visits), and managing customer communications. The Director will drive call center performance, reduce downtime through effective triage and dispatch, improve first-contact resolution, and ensure a professional, consistent experience for property managers, property residents, and commercial clients.

The Director must be both strategic and hands-on, building structure while actively improving daily operations.

Duties and Responsibilities:

• Lead and develop the manager(s) and team lead(s)
• Set daily performance expectations and service standards
• Conduct coaching, call reviews, and quality assurance evaluations
• Develop team schedules to ensure coverage during peak call periods
• Troubleshooting and basic triage
• Service request creation and accuracy
• Optimize technician routes through effective call intake and prioritization
• Reduce ticket backlog and inaccuracies
• Develop an improved structure for service request protocols
• Average speed to answer, average call time, first call resolution state, service request accurac

Skills:

• Ability to organize and direct the activities of Client Experience Associates to ensure the delivery of high-quality service to customers
• The ability to courteously interact with clients to ensure positive customer experience.
• Excellent verbal and written communication skills
• Process and detail oriented with strong focus on client service.
• Experience with variety of networked systems required, with flexibility to learn new systems.
• Strong MS Office Suite experience, primarily Word and Excel, and Microsoft accounting software. Microsoft Business Central or similar software preferred.

Education and

Qualifications:

• 10+ years managing call centers or centralized service team up to 12 direct reports at any given time
• Experience with dispatch or field-service coordination
• Strong understanding of call center KPIs
• Proven track record developing and coaching customer service agents and managers
• Experience building reporting frameworks

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.