What does an Associate Director - Customer Service do?

Customer service managers ensure customers are satisfied at all times before, during, and after a visit or transaction. They supervise and manage a customer service team and train staff members to provide high-quality customer service while ensuring that company policies are followed. They also handle inquiries due to customer disputes and issues.

Customer service managers interact with customers daily by taking their questions and responding to them, and guiding them to the appropriate departments, individuals, or services. They are responsible for onboarding new employees and training them according to their expertise and skills, and they create and implement effective customer loyalty programs. Customer service managers need a bachelor's degree in business administration or related fields alongside experience in customer service and as a supervisor.

What responsibilities are common for Associate Director - Customer Service jobs?
  • Ensure the 24/7 execution of all customer service programs and processes.
  • Maintain a neat and organized front end work area.
  • Maintain an efficient and productive front end operation.
  • Establish and implement key strategies for the customer service center.
  • Understand and follow all company standard practice and policies.
  • Attend safety meetings, team meetings, etc., and other forums.
  • Serve as a liaison to other areas of the business.
  • Act as the liaison between management and your team.
  • Lead a team of front-line customer service agents responsible for client handling.
  • Observe and correct all unsafe conditions that could cause associate or customer accidents.
  • Assist with ensuring all compliance to all customer contracts.
  • Achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate morale.
  • Create distribute weekly schedules.
  • Register and cash balancing, change orders, authorizing voided transactions, supplies, over/short research.
  • Provide peer coaching for team following best practices.
  • Manage quality assurance program through CMS, DMS, and order entry metrics.
  • Motivate the team by identifying creative games and prizes as well as providing positive feedback.
  • Provide coaching, feedback and annual performance reviews as well as formal corrective action.
  • Monitor shrink and ensure that inventory and moneys are accounted for. provide coaching for associates to recognize and prevent losses.
What are the typical qualifications for Associate Director - Customer Service jobs?
  • Associate's or Bachelor's Degree in computer science or information technology or equivalent experience.
  • Demonstrated experience in a leadership role guiding others.
  • A critical thinker and problem solver with sound work ethic and time management skills.
  • Prior experience in a consulting position.
  • Lead with a positive attitude and professionalism.
Work/Life Balance
3.3 ★
Salary Range--
Career Opportunity
3.5 ★
Avg. Experience2-4 years

Associate Director Of Customer Service Salaries near Ireland

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Associate Director - Customer Service Career Path

Learn how to become an Associate Director - Customer Service, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Associate Director of Customer Service
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Associate Director - Customer Service

Years of Experience Distribution

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2 - 4
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Not including years spent in education and/or training

Associate Director - Customer Service Insights

Read what Associate Director - Customer Service professionals have to say about their job experiences and view top companies for this career.
Elevance HealthElevance Health
Customer Service Manager
4 May 2022

“Can't say you didn't know something because their 5 week training and mentor shadowing is amazing.”

Customer Service Manager
5 May 2022

“Truly believe that this product is the way of the future and we're working towards something great.”

Customer Service Team Lead
2 Nov 2023

“We have the best people working with us! Always find people willing to support and collaborate with.”

Customer Service Manager (CSM)
10 Jul 2022

“Great benefits I'm sure there are others but it depends on the department and supervisors you work for.”

Harris TeeterHarris Teeter
Assistant Customer Service Manager
3 Jul 2022

“If everyone is one the same page and communication is well then you will thrive here.”

Woolworths GroupWoolworths Group
Customer Service Supervisor
8 Nov 2021

“If you love the people you are working with it is quite an enjoyable role.”

CX Director
9 Nov 2022

“Management will not shield you from failure because it is the greatest way to learn & grow.”

Customer Service Supervisor
24 Oct 2022

“The Supervisors haven't received any tangible adjustments to pay based on inflation in years.”

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Associate Director - Customer Service Interviews

Frequently asked questions about the role and responsibilities of an Associate Director - Customer Service

The most similar professions to Associate Director - Customer Service are:
  • Customer Care Manager
  • Customer Success Manager
  • Customer Care Representative
  • Customer Relations

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Customer Success Manager
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Customer Care Representative
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Associate Director - Customer Service jobs