Director of Customer Service
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Job Location:
Annapolis, MD - USA
Monthly Salary:
$ 85000 - 95000
Posted on:
6 days ago
Vacancies:
1 Vacancy
Job Summary
Position Summary
Reporting to the Vice President of Operations the Director of Customer Service manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners and members access to high quality educational offerings and ensure the organization remains competitive in meeting the educational and learning needs of property facility and building maintenance professionals. The primary function of the Director of Customer Service is to assist with and support the administrative technological and project management needs of the team while engaging directly with customers members and learners and working with other departments to fulfill their needs.
This roles dynamic nature requires enthusiasm for exceptional customer service and exemplary project management and organization skills. The ideal candidate will have professional expertise with membership adult learning materials and professional certification processes and be able to advance the organizations execution and support of learning materials events and addition analytical skills are imperative for monitoring and evaluating learners and member participation and feedback against BOMI and BOMA operational goals and metrics. The Director of Customer Service is also responsible for actively supporting learners and members by responding to their needs providing guidance and ensuring their satisfaction throughout their journey.
Primary Responsibilities:
Required Qualifications:
Preferred Skills and Personal Characteristics:
Location:
BOMI and BOMA have offices in Annapolis MD and Washington D.C. respectively and operate on hybrid work schedules with the team in-office two-to-three days a week depending on location. This position is in the Washington DC location 2 days a week and Annapolis MD 1 day a week. Offices will be combined in 2028 and could be relocated to Northern Virginia.
Compensation & Benefits:
The salary range for this position is $85000 to $95000. Additionally BOMA provides a comprehensive benefits package including but not limited to:
Reporting to the Vice President of Operations the Director of Customer Service manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners and members access to high quality educational offerings and ensure the organization remains competitive in meeting the educational and learning needs of property facility and building maintenance professionals. The primary function of the Director of Customer Service is to assist with and support the administrative technological and project management needs of the team while engaging directly with customers members and learners and working with other departments to fulfill their needs.
This roles dynamic nature requires enthusiasm for exceptional customer service and exemplary project management and organization skills. The ideal candidate will have professional expertise with membership adult learning materials and professional certification processes and be able to advance the organizations execution and support of learning materials events and addition analytical skills are imperative for monitoring and evaluating learners and member participation and feedback against BOMI and BOMA operational goals and metrics. The Director of Customer Service is also responsible for actively supporting learners and members by responding to their needs providing guidance and ensuring their satisfaction throughout their journey.
Primary Responsibilities:
- Manage and motivate the Customer Support Team to achieve high customer satisfaction. Ensure employees have appropriate training and other resources to perform their jobs.
- Monitor distribution and completion of customer cases enrollments registrations and class rosters by/to Customer Support Representatives to ensure timely handling and resolution of service issues.
- Evaluate and improve internal and external processes policies and procedures.
- Set team performance standards and coach the team to provide exceptional customer service.
- Analyze metrics and solicit feedback to ensure the team is achieving and exceeding forecasted goals.
- Oversee registration and support roster processing book shipments and billing.
- Process Ecommerce Orders.
- Troubleshoot phone system issues. Collaborate directly with IT to ensure rapid handling of inbound and outbound calls.
- Communicate client member and learner needs and demands with internal staff based on customerinteraction.
- Work with the IT department to ensure proper record keeping through enterprise-wide CRM system (Salesforce).
- Responsible for database management; ensure accurate record keeping and database entry.
- Analyze metrics and run reports.
- Other duties as assigned.
Required Qualifications:
- Bachelors degree or relevant work experience High School diploma.
- 5 years of previous experience managing teams to effectively meet organizational objectives.
- Excellent oral and written communication skills.
- Strong project management skills to ensure all assets are marketed effectively strategically and on time.
- Keen diligence and organization skills to support team goals and initiatives.
- 5 years of previous customer service experience and a passion for providing superior customer experiences.
- Superior technical skills to include working knowledge of Salesforce and Microsoft Office Suite.
- Strong ability to manage multiple projects and to thrive in a demanding environment that involves working on multiple content projects simultaneously.
- Ability to travel to conferences and interface with external clients.
- Additional responsibilities as needed.
- Unrestricted ability to work in the United States.
Preferred Skills and Personal Characteristics:
- Positive and energetic individual eager to problem-solve and tackle new projects.
- Collaborative flexible and open to others ideas on a high-energy fun hard-working team.
- Committed to constant learning.
- Demonstrates initiative and innovative focus.
- Excellent organizational oral and written communication skills.
- Ability to multi-task and meet aggressive deadlines within specified timelines.
- Organized and detail oriented.
- Knowledge of and/or experience with professional certification processes.
Location:
BOMI and BOMA have offices in Annapolis MD and Washington D.C. respectively and operate on hybrid work schedules with the team in-office two-to-three days a week depending on location. This position is in the Washington DC location 2 days a week and Annapolis MD 1 day a week. Offices will be combined in 2028 and could be relocated to Northern Virginia.
Compensation & Benefits:
The salary range for this position is $85000 to $95000. Additionally BOMA provides a comprehensive benefits package including but not limited to:
- Health benefits including medical dental and vision for employees and their families.
- Competitive 401(k) contributions.
- Paid vacation time and paid sick and safe time.
- Professional Development.
- EAP Program.
EEO Statement:FosterThomas is an equal opportunity employer and is committed to equal employment opportunities in recruitment hiring promotion training compensation and disciplinary action regarding the terms and conditions of employment. FosterThomas does not discriminate based on race religion national origin color age sex disability marital status gender identity genetic information sexual orientation or sex including pregnancy and childbirth veteran status or any other legally protected characteristic.
FosterThomas does not use third-party domains for recruiting or interviews.
Legitimate communications will always come from email addresses.
FosterThomas does not conduct interviews solely via text-based chat on Microsoft Teams.
FosterThomas does not use third-party domains for recruiting or interviews.
Legitimate communications will always come from email addresses.
FosterThomas does not conduct interviews solely via text-based chat on Microsoft Teams.
Required Experience:
Director
About Company
HCM Consulting Services 27+ Years of Fostering Business For over 27 years, the professional services firm FosterThomas has been proud to provide our clients with HCM consulting services in the fields of systems implementation, payroll project management, human resources management, ta ... View more
