The Director of Customer Service will direct and oversee the organizations' customer service operations.

Supervisory Responsibilities:

• Recruits, interviews, hire, and train departmental supervisory staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the department's budget.
• Performs other related duties as assigned.

Required Skills:

• Experience as a Director in a Call Center Environment.
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong analytical and problem-solving skills
• Ability to lead within a cross-functional environment
• Proficient with all Microsoft Office products

Education and Experience:

• Bachelor’s degree preferred
• 5 Years of related management experience in a Call Center Environment

Medical Requirement:

KSI Auto Parts has a Covid- 19  Vaccination policy for all it's employees requiring all be either fully vaccinated by the first day of work or have provided documentation requesting a Medical or Religious exemption to the policy.