Family Services Director - Customer Experience
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 strategic partnerships that support the Coalition’s mission. The position serves as a customer service role model and promotes positive interactions with employees and customers. The role collaborates with operational managers, supervisors, and directors to share customer feedback and customer service activities. It develops and monitors customer service strategies, sets a clear customer service mission, and leads and develops the customer service management team using accountable performance measures. The director establishes goals and special projects to continuously improve customer service effectiveness and customer experience, supports day-to-day operations of the Customer Resource Center and related Family Services programs, and ensures CCR&R requirements are followed. 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.
Responsibilities
- Collaborate with operational managers, supervisors, and directors to understand and share customer comments and customer service activities, ensuring customer requirements are met or exceeded.
- Develop, guide, and monitor implementation of comprehensive customer service initiatives 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, setting clear and accountable performance measures to enhance performance.
- 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, and Community Engagement programs within the Family Services Department.
- Ensure optimal customer service is maintained in accordance with CCR&R requirements.
- Serve as a customer service role model in interactions with employees and customers.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
