Skills & Competencies for Customer Service Director

Customer Service Director job profile

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JOB SUMMARY for Customer Service Director

Directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Customer Service Director

Develops service level standards focused on reducing response times and providing high customer satisfaction. Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization.

Customer Service Director SALARY RANGE

BASE 50%
$174,769
TOTAL 50%
$202,600
Job Level
M04
Job Code
EX05000068
Education/Degree
Bachelor's Degree
Reports To
Top Management

Customer Service Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Service Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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10 general skills or competencies (Job family competencies) for Customer Service Director

1 Job Family Competencies – Call Center Management
Proficiency Level -5
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Lists the technologies, applications, and tools used in call center management.
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Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
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Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
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Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
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Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Lists the commonly used technology and tools in conducting customer analytics.
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Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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3 Customer Service Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Director
Proficiency Level - 4
5 Competency for - Customer Service Director
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Customer Service Director

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Names our key stakeholders from a business value chain perspective.
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Level 2 Behaviors
(Light Experience)
Supports the planning, implementation, and management of training programs that foster process improvements.
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Level 3 Behaviors
(Moderate Experience)
Participates in the redesign of organizational structures to reflect business priorities.
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Level 4 Behaviors
(Extensive Experience)
Trains others on various business and operation topics.
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Level 5 Behaviors
(Mastery)
Forecasts the short-term and long-term impact of various business cases on P&L performance.
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2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -5
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Lists some typical KPIs from own industry, business, and function.
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Level 2 Behaviors
(Light Experience)
Produces standard and ad-hoc KPI reports following standard procedures.
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Level 3 Behaviors
(Moderate Experience)
Participates in regular KPI reviews to evaluate goals, performance, and growth opportunities.
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Level 4 Behaviors
(Extensive Experience)
Works with external stakeholders, such as key clients and vendors to determine complicated KPIs.
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Level 5 Behaviors
(Mastery)
Reports on up to date industry and market benchmarks and trends in KPI best practices.
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3 Customer Service Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Director
Proficiency Level - 4
5 Competency for - Customer Service Director
Proficiency Level - 5

Summary of Customer Service Director skills and competencies

There are 0 hard skills for Customer Service Director.
10 general skills for Customer Service Director, Call Center Management, Customer Analytics, Customer Escalation Management, etc.
14 soft skills for Customer Service Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 24 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Service Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be skilled in Customer Relationship Management.

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