Customer Service Director

Customer Service Director Job Description

Directs employees, through subordinate levels of management, engaged in receiving calls and inquiries, investigating, evaluating, and settling complaints and claims of customers. Assists the Customer Service Top Officer in planning, formulating customer service policies, and directing and coordinating the company's customer service activities. Typically reports to Customer Service Top Officer and Customer Service Managers may report to this position.: Providing administrative support to sales activities may be part of the director's responsibilities. Such administrative support activities may include, but are not limited to, processing customers orders, supplying price quotations, supplying product information, keeping sales statistics, and other related activities. Oversees the investigation of complaints, such as those concerning rates or service in connection with any product or service offered. Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements, actions of subordinates to ensure settlements are made correctly. Authorizes retention of data and preparation of documents for use during governmental or customer inquiries. (Source: eDOT Job Description)