Client Services Director Job Rochester area,City of Rochester New York USA,Customer Service/HelpDesk

Location: City of Rochester

Insero Talent Solutions is recruiting a Client Services Director for a flourishing optical company experiencing significant growth in Rochester, NY.

Position Summary

The Client Services Director is a client-facing position responsible for developing, strengthening, and maintaining relationships with customers, clients, eye-care professionals, corporate partners, government accounts, vendors, and other business partners. This position works closely with the Chief Executive Officer and senior leadership to identify client needs, service trends, relationship opportunities, customer concerns, and areas where the company can improve the overall customer experience.

The primary focus of this role is to serve as a strategic liaison between the company and its client base through direct customer engagement, traditional marketing methods, relationship-building initiatives, company programs, open houses, information sessions, surveys, customer feedback efforts, and other outreach activities designed to improve communication, increase satisfaction, support retention, and strengthen the company’s reputation.

The Client Services Director will use customer service feedback, service trends, customer inquiries, and escalation information to better understand client needs and support customer relationship strategies including operational oversight of the Customer Service Department.

The role works collaboratively with Sales, Account Management, Operations, Production, Billing, Shipping, Quality, and other internal departments to support consistent and professional customer experience.

Essential Duties and Responsibilities Client and Customer Relationship Management

Serve as a key point of contact and relationship liaison for clients and customers.

Build and maintain strong relationships with eye-care professionals, corporate accounts, government accounts, retail customers, business partners, vendors, and other customer groups.

Support customer retention through regular communication, proactive follow-up, relationship-building, and professional service recovery.

Maintain ongoing communication with key clients to better understand their needs, expectations, concerns, and business opportunities.

Identify opportunities to improve customer experience and strengthen relationships with existing and prospective clients.

Represent the organization professionally in customer meetings, client visits, company programs, open houses, information sessions, and other customer-facing events.

Maintain professional, respectful, and brand-appropriate communication with all customers, clients, vendors, business partners, and internal stakeholders.

Represent the company in a manner that supports trust, credibility, professionalism, and long-term customer confidence.

Ensure customer-facing communication is clear, accurate, timely, and consistent with company standards.

Protect confidential customer, account, prescription, patient-related, financial, pricing, and company information.

Escalate legal, contractual, regulatory, privacy, or reputational concerns to the CEO or appropriate senior leader.

Promote a customer-focused culture that values responsiveness, accuracy, follow-through, accountability, and relationship-building.

Support the development of long-term customer loyalty through consistent communication, responsiveness, and relationship-focused engagement.

Marketing and Customer Engagement

Plan, coordinate, and support marketing activities designed to strengthen customer relationships and promote services, products, programs, and value.

Participate in company programs, customer events, open houses, informational sessions, customer education opportunities, and other outreach activities.

Assist in developing customer-facing materials, presentations, program information, talking points, surveys, and follow-up communications; this will include contributing to company social media platforms and media outreach to clients such as supporting website and social media content contributions and newsletter contributions to clients.

Her internal client communication should include supporting and contributing to internal company newsletters, employee…