Customer Service DirectorJob Description, Salary, Career Path, and Trends

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

[Your company name] needs a dedicated customer service director who can operate efficiently under pressure and meet strict deadlines. You will be in a fast-paced work environment, working with other management team members to develop goals for our team of customer service representatives. Additional responsibilities will be training new customer service representatives, supervising existing customer service representatives, resolving customer issues, and occasionally giving presentations to your department. If you have excellent leadership skills, a desire to assist others, and an eye for detail, this job is for you. 

Typical duties and responsibilities

  • Train new customer service representatives
  • Supervise existing team members 
  • Working with other management team members to create and implement customer service department goals
  • Resolve customer complaints 
  • Create and implement policies and procedures to facilitate a quality customer service experience
  • Recruit and interview new hires

Education and experience

  • B.S. in business administration or a related field
  • 10 year minimum of experience working in customer service
  • Minimum of 5 years in a supervisory position

Required skills and qualifications

  • Excellent problem-solving skills
  • Comfortable working with upper management
  • Excellent organization skills
  • Ability to perform under pressure
  • Excellent customer service skills
  • Superb listening skills
  • Ability to pay close attention to detail

Preferred qualifications

  • Proficient with Microsoft Office Suite or other software
  • B.S. degree in business administration or related field
  • Excellent supervisory and leadership skills
  • Prior management skills are highly preferred
  • Must be able to lift up to 15 pounds at a time

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

Typical work environment

Customer service directors work in a variety of fields. Some will work in retail, where they’ll be overseeing the operations of returns, stocking, and more. Other directors will work in customer service call centers, where they’ll be helping their team respond to customer complaints and questions. Any business that deals with consumers will have a customer service director. These directors can expect to be managing their team, walking throughout the business floor, and speaking with customers.

Typical hours

A customer service director can expect to work the typical office hours of 9 AM to 5 PM. However, there may be times when they are required to work late, on weekends, or holidays, especially if they are a director of retail operations.

Available certifications

Certifications are a great way to increase your marketability and demonstrate your professional dedication. Here are just a few that customer service directors have to choose from:  

  • Certified Customer Service Specialist (CSS). The CSS covers topics like safety, ethics, respect, teamwork, communication, telephone and email techniques, problem-solving, interpersonal relationships, and sales and marketing. Candidates must pass an oral or written exam. 
  • Certified Customer Service Manager. CSIA’s Certified Customer Service Manager course can be earned by completing a 1,000 to a 1,500-word book review on any business book, an article on a current trend in customer experience (also between 1,000 and 1,500 words), completion of a CSIA webinar, and completion of an approved course. Recertification is required every 12 months and consists of a writing prompt assignment, an online exam, and a recertification fee. 
  • Certified Customer Experience Professional (CCEP). The priority of CCSP is focusing on customer interactions, the foundations of service, and other related topics like HR practices and coaching.
    Certified Customer Service Professional (CCSP). The CCSP requires 2 years of customer service experience. Candidates must pass an oral or written exam. Recertification is not required. 
  • Certified Client Service Specialist (CCSS). The CCSS course consists of four parts: membership, completion of an accredited program, exam, and upholding of designation. 25 hours of continuing education is required every three years.

Career path

Many customer service directors start out their career path by earning various customer service related certifications. Getting plenty of customer service experience hours under their belt is the next step. Most employers prefer their customer service directors to have a bare minimum of five years of customer service experience and a B.S. degree in a related field. A customer service director needs plenty of experience in order to efficiently manage a customer service department. 

Students who want to become a customer service director will benefit from working in customer service. Then, they can either hope to work their way up, or receive their degree and get into this higher-level position.

US, Bureau of Labor Statistics’ job outlook

SOC Code: 43-4051

2020 Employment2,923,400
Projected Employment in 20302,888,800
Projected 2020-2030 Percentage Shift 1% Decrease
Projected 2020-2030 Numeric Shift34,500 Decrease

Although the projections for the year 2030 show a 1% decrease in the number of candidates employed as customer service directors, this is a very insignificant decrease and should not discourage candidates from pursuing this field as a career choice. Customer service will always be a necessity.

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? 

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