Director of Customer Relations

Confidential - Miami Shores, FL

Full-time - Mid Level

Remote - Miami Shores, FL

About the position

The Director of Customer Relations is a key role focused on building and maintaining positive relationships with customers. This position is responsible for ensuring customer needs are met through exceptional service and effective communication. The ideal candidate will leverage strong negotiation skills and the ability to analyze customer feedback to enhance service delivery, while also providing leadership within the customer relations team.

Responsibilities

• Serve as the primary point of contact for customer inquiries and concerns, ensuring timely and effective resolution.
• Communicate clearly and professionally with customers through various channels including phone, email, and in-person interactions.
• Analyze customer feedback to identify trends and areas for improvement in service delivery.
• Negotiate solutions that align with customer needs while adhering to company policies.
• Provide leadership in customer service initiatives, training new team members on best practices.
• Collaborate with sales teams to support customer retention and satisfaction efforts.
• Supervise daily operations within the customer relations department to ensure efficiency and quality service.

Requirements

• Proven experience in a customer service role is essential; experience in sales or supervising teams is a plus.
• Strong negotiation skills with the ability to communicate effectively across various levels of an organization.
• Proficiency in analyzing data to drive decision-making processes.
• Multilingual capabilities, particularly fluency in English and Spanish, are preferred.
• Demonstrated leadership qualities with a focus on team collaboration and support.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance