Director of Customer Service

If you’re ready to put your leadership superpowers to work, we have a mission that matters. As ASHA’s Director of Customer Relations, you’ll lead our Action Center team to make every interaction a win for our members, using the powers of accuracy, empathy, and follow-up that leaves them thinking, “Wow, they really care!”

Every day you will:

• • Coach and inspire a talented team, helping them level up their own skills and confidence.
  • Fine-tune processes so our service is faster, smoother, and always member-focused.
  • Team up with colleagues across ASHA to tackle challenges before they turn into villains in the member experience.

To succeed in this role, you’ll need the agility to navigate a high-volume environment, the vision to spot opportunities for improvement, and the calm under pressure that every great hero has. And while we work hard, we believe even superheroes need to laugh in the middle of a busy day. So if you can bring both your skills and your sense of humor, you’ll fit right in.

Description

The purpose of the Director of Customer Relations position is to lead and manage a team dedicated to delivering exceptional service and support to ASHA members across multiple channels. This role ensures daily operations run efficiently and that member interactions are handled with professionalism, accuracy, and care while providing direct coaching to the Action Center team.

Responsibilities

1. Lead and mentor the customer relations team, providing coaching, guidance, and performance feedback.
2. Oversee daily operations to ensure efficient, timely, and high-quality member support across phone, email, chat, and social media.
3. Monitor team performance using key metrics and implement strategies to meet and exceed service levels.
4. Collaborate with internal departments to resolve member issues and ensure accurate, consistent information is shared.
5. Develop and refine standardized processes for handling member inquiries to improve consistency and efficiency.
6. Manage staffing schedules and resource allocation to maintain service levels, especially during peak periods.
7. Drive adoption of new technologies and tools, such as CRM systems and automation, to enhance the member experience.
8. Provide regular reporting on team performance, operational trends, and member feedback to senior leadership.
9. Ensure team members are well-trained in ASHA’s products, services, and programs to deliver informed support.

Qualifications

Knowledge Typically Acquired Through

• Minimum of five years of experience in customer service or customer relations, with at least three years in a leadership or management role.
• Proven experience managing daily operations in a high-volume customer service environment.
• Bachelor’s degree preferred.

Skills

• Proficiency with customer service tools and CRM systems for tracking, managing, and reporting on member interactions.
• Strong analytical skills to monitor performance metrics and identify areas for operational improvement.
• Excellent leadership, coaching, and team development abilities to foster a high-performing and engaged team.
• Outstanding communication and interpersonal skills to effectively resolve member concerns and collaborate across departments.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.