Job Details
Headquarters – Shreveport, LA

Job Title:               Director, Customer Service
Department:          Corporate
Wage Category:    Exempt
Location:               Headquarters
Reports To:           Senior Vice President 

Overview: The Director, Customer Service will direct and oversee the organization’s customer service operations.

Supervisory Responsibilities:

  • Recruits, interviews, hires and trains departmental 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 include but are not limited to:

  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
  • 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.
  • Strategically lead and develop the customer service team to enhance performance by setting clear accountable performance measures.
  • Create a culture and processes which achieve the business goals and objectives concerning customer service.
  • Improve Net Promoter Score (NPS) – Customer Satisfaction (CSAT), or other Customer Metrics/scorecards
  • Enhance the First Call Resolution.
  • Identify new tools and technologies to better serve the customer.
  • Act as the voice of the customer across the organization.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issue
  • Work effectively with all peers including Finance, Marketing, and Operations to negotiate and influence customer improvements.
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency.
  • Set up new customer accounts and keep accounts up to date.
  • Record details of inquiries, comments, and complaints.
  • Maintain customer databases.
  • Performs other related duties as assigned.

Required Skills/Abilities:

  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Proficient with Microsoft Office Suite or related software.


Bachelor’s degree required, or at least five years of related experience required, with prior management experience highly preferred.

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.

Apply via our website: