Director of Customer Service
Hamilton Company
full-time
Posted on:
Location Type: Office
Location: Reno • Nevada • United States
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Job Level
Tech Stack
About the role
- Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans.
- Set the strategic direction for customer service operations in alignment with broader business objectives.
- Develop, implement, and maintain customer service policies, procedures, and standards.
- Define and communicate the customer service vision and roadmap across the organization.
- Lead, mentor, and develop customer service specialists and representatives.
- Identify training needs and develop programs to enhance team performance and capability.
- Foster a high-performing, customer-centric culture focused on accountability and continuous improvement.
- Own day-to-day customer service operations to ensure consistent, high-quality support across all channels.
- Monitor key customer service performance metrics and identify opportunities for improvement.
- Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels.
- Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation.
Requirements
- Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment.
- Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs).
- Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders.
- Strong analytical skills; uses metrics and data to guide decisions and communicate effectively with leadership.
- Exceptional leadership and influencing skills, with experience mentoring and developing high-performing teams.
- Excellent verbal and written communication skills, with the ability to present complex information clearly to diverse audiences.
- Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines in a fast paced environment.
- Collaborative mindset with the ability to work effectively in cross-functional and matrixed environments.
- High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with ERP systems and HubSpot (or similar CRM platforms) is required.
Benefits
- Competitive Compensation.
- Excellent Benefit Package (medical, dental, vision insurance, paid time off, disability insurance, 401k, tuition reimbursement and much more).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service strategycustomer service operationsperformance metricsworkforce managementdigital transformationAI enabled toolsautomationKPI improvementprocess implementation
Soft Skills
leadershipmentoringanalytical skillscommunication skillsorganizational skillstime managementcollaborationinfluencing skillscustomer-centric culture