Family Services Director - Customer Experience

Early Learning Coalition of Palm Beach County • Palm Springs, FL

1d • Onsite

About The Position

The Family Services Director - Customer Experience is primarily responsible for implementing and overseeing a comprehensive customer service initiative for the Early Learning Coalition of Palm Beach County. The initiative includes the Child Care Resource and Referral (CCR&R) Program, a call center, outreach programming, community engagement programs, and coordination of strategic partnerships that support the Coalition’s mission. The Director serves as a customer service role model and works to foster positive interactions with employees and customers.

This is a full-time position based at the Palm Springs location. Business hours are Monday through Thursday, 8:00 a.m. to 5:30 p.m., and Friday, 8:00 a.m. to 12:00 p.m. Longer hours, evenings, and weekends may occasionally be necessary. Pay is up to $88,000, commensurate with experience.

Requirements

• Bachelor’s degree from an accredited four-year college or university in Education, Early Childhood Education, Child Development, Health and Human Services, or a related field.
• Seven years of professional, supervisory, and/or project management experience.
• Three years of direct hands-on supervisory experience.

Nice To Haves

• Master’s degree preferred.

Responsibilities

• Collaborate with operational managers, supervisors, and directors to share customer comments and customer service activities and ensure customer requirements are met or exceeded.
• Develop, guide, and monitor implementation of a comprehensive customer service strategy for the Early Learning Coalition of Palm Beach County.
• Set a clear customer service mission that supports organizational objectives and deploy strategies focused on that mission.
• Lead and develop the customer service management team by setting clear, accountable performance measures.
• Establish goals and initiate special projects to continuously improve customer service effectiveness and the customer experience.
• Support management in the day-to-day operations of the Customer Resource Center, CCR&R program, Early Intervention program, and Community Engagement programs within the Family Services Department.
• Ensure optimal customer service is maintained in accordance with CCR&R requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Director