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Customer Service Director

DP Professionals

Washington, DC

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JOB DETAILS
SKILLS
Best Practices, Budget Management, Business Strategy, Business Support, Customer Satisfaction, Customer Service Management, Customer Service Systems, Customer Support/Service, Customer/Client Research, ITIL (IT Infrastructure Library), Identify Issues, Leadership, Metrics, Policy Development, Problem Solving Skills, Procedure Development, Process Improvement, Resolve Customer Issues, Service Delivery, Standards Development, Strategic Planning, Trend Analysis
LOCATION
Washington, DC
POSTED
30+ days ago
DPP is seeking a Customer Service Director for an opportunity with our client in Fairfax, VA.
 
Work Location: Onsite in Washington, DC – Will be moving to Alexandria, VA.
Duration: 6 Months
Term: W2 Contract to Hire
Work Authorization: Authorized US worker
 
Position Summary:
  • The Customer Service Director provides strategic leadership for the organization's customer service function, ensuring the delivery of exceptional service experience while supporting overall business objectives.
  • This role oversees service operations, establishes performance standards, drives continuous process improvement, and leads initiatives that enhance customer satisfaction, operational efficiency, and service quality.
Responsibilities:
  • Manage and oversee all aspects of an organization’s service desk guidelines, objectives, and initiatives.
  • Develop service level standards focused on response times and issue resolution.
  • Establish guidelines and procedures that produce high quality customer service delivery and that reflect the industry's best practices.
  • Required to ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
  • Align customer service activities and initiatives to support and enhance the objectives of the organization.
  • Manage a departmental sub-function within a broader departmental function.
  • Create functional strategies and specific objectives for the sub-function and develop budgets, policies, procedures to support the functional infrastructure.
  • Develop deep knowledge of the managed sub-function and solid knowledge of the overall department function.
Required Qualifications:
  • Experience in planning, implementing, and managing customer service systems.
  • Able to handle customer satisfaction issues.
  • Experience in reviewing data to identify trends and issues.
  • Able to effectively report trends to system program teams.
  • Bachelor's Degree, General
  • 5+ years of experience
Preferred Qualifications:
  • ITIL v4 Certification 
Interested? Learn more:
Click the apply button to learn more about this position (#26-00676).

Authorized US Worker - US Citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor at this time. EOE/AA/V/D

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.

About the Company

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DP Professionals

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