Director, Customer Service Salary
Job Description for Director, Customer Service
A director of customer service is typically an upper-level executive with a company. It is this individual’s job to set the strategy and goals for the way a company interacts with its customers. The director then develops specific systems to implement this vision and oversees the way personnel are used and trained to execute it.Read More...
In the field of customer service, a director normally spends a great deal of time gathering and analyzing customer data and feedback; they may engage with in-house or third-party market and research teams to discover company brand perception with existing and potential customers. Then, the director can focus on addressing existing customer issues.
The director normally develops specific steps to implement methods to ensure ongoing customer service and satisfaction. They use middle managers and supervisors to ensure adherence to the company’s customer service standards. The director of customer service must also establish and adapt training related to customer service.
This executive position usually carries long hours. The analysis and creation of systems requires fluency in a variety of computer systems. The position also normally requires a strong educational background; for companies where the director of customer service is a senior executive, a master’s degree in business typically is strongly preferred. Additionally, a company is likely to hire for this position from within its own customer service infrastructure, to ensure that the director is fully familiar with company culture, mission, and goals.
Director, Customer Service Tasks
- Strategize the planning, developing and directing of the call center operations and customer service programs.
- Establish and communicate the service standards to the operations so that quality customer satisfaction is achieved.
Common Career Paths for Director, Customer Service
Directors of Customer Service who move on to become VPs of Customer Service may enjoy significant pay raises, as VPs of Customer Service get paid an average of $128K per year. Directors of Customer Service typically move into roles as Senior Directors of Customer Care or VPs of Operations, and those positions pay $29K more and $32K more, respectively.
Director, Customer Service Job Listings
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Popular Skills for Director, Customer Service
Survey takers working as Directors of Customer Service report using a large range of professional skills. Most notably, skills in Customer Service Metrics, Project Management, Operations Management, and Leadership are correlated to pay that is above average. Those listing Problem Solving as a skill should be prepared for drastically lower pay. Data Analysis and Microsoft Excel also typically command lower compensation. Most people familiar with Customer Relationship Management also know Operations Management.
Pay by Experience Level for Director, Customer Service
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For many Directors of Customer Service, experience and pay levels seem to be correlated; more years in the business generally lead to more money. Relatively untried employees who have fewer than five years of experience earn around $70K on average. People who have worked for five to 10 years can expect a higher median salary of $82K. After one to two decades on the job, professionals can reap plentiful salaries that average out to the six-figure sum of $102K. Directors of Customer Service with more than 20 years of experience report incomes that are only modestly higher; the median for these old hands hovers around $113K.
Pay Difference by Location
For Directors of Customer Service, Indianapolis provides a pay rate that is 35 percent greater than the national average. Directors of Customer Service can also look forward to large paychecks in cities like San Francisco (+31 percent), Atlanta (+25 percent), Austin (+19 percent), and Irvine (+17 percent). Compared to the national average, Las Vegas Directors of Customer Service have considerably lower salaries, 43 percent below the national average to be exact. Location appears to be a major driving force in pay for those in this profession. Employers pay around 19 percent less in Salt Lake City and 18 percent less in Seattle, below-median salaries for those in this field.