Director of Customer Service

Director of Customer Service

Location:  Jacksonville, FL (In-Person)

Compensation:  $25 per hour + performance-based bonuses

About Us:

We are a leading third-party utility billing and submetering company, specializing in water and sewer billing for multifamily apartment communities, condominiums, manufactured housing parks, and retail centers. Our mission is to provide accurate, transparent, and efficient billing services while delivering an exceptional experience for both property managers and residents.

Position Overview:

We are seeking a 

Director of Customer Service

 to lead our on-site customer service department in Jacksonville, FL. This leader will oversee all day-to-day operations of the call center, manage a team of representatives, enforce service standards, and drive performance against key metrics such as response times, call resolution, and customer satisfaction. The ideal candidate is process-driven, highly organized, and skilled at balancing quality service with operational efficiency.

Key Responsibilities:

Leadership & Team Management

• Lead, train, and develop a team of customer service representatives, including hiring and ongoing coaching.
• Set clear performance goals, expectations, and accountability measures for the team.
• Foster a positive, professional, and customer-first culture within the department.

Customer Service Operations

• Monitor daily call center operations to ensure optimal staffing, scheduling, and resource allocation.
• Establish and enforce service-level standards, including maximum hold times and average call duration.
• Serve as the senior point of escalation for customer issues and ensure timely resolution.

Process & Performance Management

• Track and analyze KPIs to evaluate department performance and identify areas for improvement.
• Implement process improvements to reduce hold times and improve call efficiency without sacrificing service quality.
• Maintain a robust quality assurance program to monitor representative performance.

Cross-Department Collaboration

• Work closely with account management, billing, and technical teams to resolve customer issues quickly.
• Provide leadership with insights from customer feedback to guide product and service improvements.
• Support company initiatives related to customer satisfaction, retention, and compliance.

Qualifications:

• 3–5 years of customer service experience, with at least 1–2 years in a supervisory or management role.
• Experience managing call center operations strongly preferred.
• Strong understanding of customer service metrics, reporting, and quality assurance.
• Excellent communication, coaching, and conflict resolution skills.
• Proven track record of improving service efficiency and customer satisfaction.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

Compensation & Benefits:

• Hourly Pay:  $25 per hour
• Bonus Opportunities:  Performance-based bonuses tied to departmental KPIs.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays.
• Schedule:  Monday through Friday, 9:00 AM – 5:00 PM (in-person).

Key KPIs for This Role:

• Maximum hold time:  ≤ 5 minutes.
• Average call length:  4–5 minutes.
• First-call resolution rate.
• Customer satisfaction scores (CSAT).
• Repeat call rate (low recurrence of the same issue).
• Call abandonment rate.

What Success Looks Like:

• Customers never wait longer than 5 minutes to speak with a representative.
• Calls are resolved efficiently in 4–5 minutes, with minimal repeat calls.
• The department achieves strong first-call resolution and CSAT scores.
• A well-trained, motivated team delivers consistent, professional customer service.

Job Type: Full-time

Experience:

• Customer Service Management: 2 years (Preferred)
• Work Location: In person