Director, Customer Service

Summary of Position

The Director of Customer Service will be responsible for fostering a custumer-first culture across the business while scaling the customer support of the organization to impact the revenue growth. 

Essential Duties and Responsibilities

• Oversee a strong, flexible and engaged customer service team that aligns with company expectations and satisfaction targets.
• Implement and deliver processes and capabilities that will ensure continued customer satisfaction.
• Partner with other leaders to identify, prioritize, and optimize new capabilities, programs, and other enablers of the customer experience.
• Understand operational efficiency requirements and strive to constantly improve them.
• Communicate regularly with senior management on customer expectations and warranty issues.
• Collaborate with members of cross-functional teams to develop solutions to warranty problems.
• Champion and leverage data sources such as customer insights and analytics, behavioral research, and customer journey mapping, to fully understand our customers’ experience while focusing daily on delivering value to the company and solving customer experience problems.
• Collaborate with customer service team for an overall seamless homeowner experience.
• Provide strategic direction for the tools and technology to support the implementation of analytic programs.
• Perform other duties as assigned.

CORE COMPETENCIES

• Excellence
• Customer Service
• Integrity
• Teamwork
• Giving Back

JOB COMPETENCIES

• Customer/Client Focus
• Strategic Thinking
• Problem Solving/Analysis
• Communication/Building Relationships

Supervisory Responsibilities

• This position directly supervises the Warranty team.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Requires 10+ years in CRM, loyalty, or customer satisfaction, with a focus on driving data-driven and targeted experiences.
• Demonstrated computer skills including a working knowledge of MS Office products, including Outlook, Excel, Word, and PowerPoint.

Work Availability 

• Regular, predictable attendance is an essential function of this position.
• Must be regularly available and willing to work at least full workdays from Monday through Friday and such other hours as the Company determines are necessary or desirable to meet business needs. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing this job, the employee may occasionally be required to stand; use hands to finger, handle, or feel; write; sit; use a computer; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear; and lift and/or move up to 25 pounds.  The employee may rarely lift and/or move up to 40 pounds.  Specific vision abilities required by this job include visual perception, depth perception, and the ability to adjust focus.

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

• While performing the duties of this job, the employee typically works in an air conditioned office environment; however, on occasion, the employee must go outside the office and may be in non-air-conditioned environments for short periods of time.

Health & Wellness

• Medical, Dental & Vision Coverage
• Employee Assistance Program (EAP)
• Fitness Reimbursement

Financial Planning

• 401(k) with Company Match
• Company-Paid Life & Disability Insurance
• Supplemental Coverage Options

Time Off & Life Balance

• PTO & Paid Holidays
• Leave of Absence Programs

Family & Lifestyle

• Perry Homes Family College Fund
• New Home & Employee Discounts
• Pet Perks, Travel Assistance, & More

***Note to job seekers: Your resume will be reviewed as the best qualified candidates will be contacted in the event that there is potential match***  

Perry Homes is an Equal Opportunity Employer   

Disclaimer: Recruitment Fraud – Any communication regarding job opportunities from our organization will be initiated through official channels only, including our company email domain, @perryhomes.com and verified social media accounts.  We advise candidates to exercise caution and refrain from sharing personal or sensitive information with any party claiming to represent our company outside of these channels.  We do not at any early stage of recruitment process solicit personal information (e.g., passport and bank account info), financial details, or any form of payment (e.g., application fee).  If you receive suspicious communications, encounter job postings that appear fraudulent, or want to confirm any employment postings, please contact [email protected].