Director of Concierge Services

Lutheran Services Carolinas • Wilmington, NC

1d • $20 - $27 • Onsite

About The Position

The Director of Concierge Services will lead the client experience team with professionalism, focus, and care. This role oversees day-to-day concierge operations, call center performance, service quality, and communication across client touchpoints. The director will help ensure that clients, residents, families, and partners receive timely, responsive, and personalized support. The ideal candidate is an energetic and strategic leader with strong project management skills, a customer-first mindset, and the ability to use data and collaboration to improve service delivery. This position plays a key role in strengthening daily operations, supporting teammate performance, and building lasting client relationships.

Requirements

• Proven leadership experience managing teams in customer service, client support, concierge services, or call center environments.
• Strong project management skills with the ability to organize priorities, manage timelines, and oversee multiple initiatives at once.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with clients, families, teammates, vendors, and leaders.
• Experience supervising teams with a focus on service excellence, accountability, and teammate development.
• Technical proficiency with customer relationship management systems, call center platforms, Microsoft Office, and data analysis tools.
• Ability to interpret service metrics, identify trends, and make data-informed recommendations.
• Strong negotiation, relationship management, and problem-solving skills.

Nice To Haves

• Multilingual abilities are preferred and may strengthen service to a broad client base.

Responsibilities

• Lead, coach, and supervise the concierge team while maintaining high standards for service quality, responsiveness, and operational efficiency.
• Develop and implement strategies that improve client satisfaction through personalized, consistent, and timely service delivery.
• Oversee call center operations, including call quality, response times, routing, documentation, and issue resolution.
• Coordinate projects that improve service processes, strengthen communication, and support operational consistency.
• Use data, reporting, and client feedback to identify trends, measure performance, and recommend improvements.
• Support a multilingual and culturally responsive service environment that meets the needs of a diverse client base.
• Collaborate with management to set performance goals, monitor team metrics, and drive continuous improvement.
• Build effective relationships with vendors, partners, and internal teams to enhance service offerings and client engagement.

Benefits

• Join Lutheran Services Carolinas in delivering concierge services that are responsive, compassionate, and meaningful.
• This role offers an opportunity to influence service excellence, strengthen client experience, and support a mission-driven organization dedicated to community impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed