Customer Service DirectorSample Job Descriptions, Salaries, and Interview Questions

Just as the name suggests, the customer service director is the leader of a customer service department. They are responsible for training new employees and overseeing existing employees on their team. Their list of responsibilities may include things like setting team goals, monitoring progress, and training staff members. They will create and implement policies and procedures for dealing with customers and ensure that all interactions run smoothly. Customer service directors must have an eye for detail and an abundance of patience. Dealing with disgruntled customers can be extremely frustrating and draining, and these directors will need to be well versed in de-escalation tactics to keep customers happy. 

Sample job description

Average salary and compensation

The average salary for a customer service director is $105,950. Total compensation will vary based on location, industry, company, size, experience, and span of control.

LocationSalary LowSalary High
Phoenix, Arizona$105,300$142,500
Los Angeles, California$118,800$160,750
Denver, Colorado$99,000$133,950
Washington, DC$120,600$163,200
Miami, Florida$98,550$133,350
Orlando, Florida$90,900$123,000
Tampa, Florida$91,800$124,200
Atlanta, Georgia$96,300$130,300
Chicago, Illinois$110,700$149,800
Boston, Massachusetts$119,700$161,950
Minneapolis-St.Paul, Minnesota$95,400$129,000
New York City, New York$126,000$170,500
Philadelphia, Pennsylvania$102,600$138,850
Dallas, Texas$99,900$135,200
Houston, Texas$99,000$108,750
Seattle, Washington$115,200$155,900
National Average$90,000$121,800

Sample interview questions

  • How would your last job describe you as a customer service director? 
  • What is your preferred method to motivate your team members to achieve demanding performance standards? 
  • Tell me about your preferred management style.
  • How would you handle an underperforming staff member? 
  • How do you improve work processes in your customer service department? 
  • How do you identify and fix customer service problems within your department? 
  • What do you consider the most important factor in measuring customer satisfaction? 
  • How do you use data to improve the level of customer service in your department? 
  • Why should our company hire you? 
  • What is the key to building a good customer service team? 
  • How do you bring together and motivate a diverse customer service department to work together as a team?
  • Have you ever handled a disgruntled customer? What methods did you use to resolve and de-escalate the situation? 
  • How do you organize, plan and prioritize your work?
  • Which new technology do you find to be most helpful in your work as a customer service director? 
  • What steps do you take to ensure your company is compliant with all laws, regulations, and applicable standards to your area of responsibility? 
  • What is an effective approach to working with a large amount of information or data? How is it beneficial to your company? 
  • How do you successfully coordinate with others? Do you have an example? 
  • What methods do you use to monitor the performance of your team and yourself? 
  • Do you feel that you have excellent listening skills? Give me an example. 
  • What techniques do you use when recruiting, interviewing, or hiring an employee? 
  • What steps do you take to ensure that you effectively manage your time as a customer service director? 
  • Do you consider analyzing data or information a strength? Why or why not? 
  • Tell me about a time when you went above and beyond to help a customer. 
  • What is the key to success when communicating with the public? 

Customer Service Director Jobs in Ashburn

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