Customer Service Careers | Customer Service Director

Customer Service Director

Career Area: Customer and Client Support

Occupation Group: Customer Service Managers

Salary

Percentile wages tell how much a certain percentage of an overall population in a geographic area or within a given industry or field makes. The percentile wage estimate is the value of a wage below which a certain percent of workers fall.

An example would be the 25th percentile, 25 percent of workers employed in that occupation earn less and 75 percent earn more than the estimated wage value. At the 75th percentile, 75 percent of workers employed in that occupation earn less and 25 percent earn more than the estimated wage value.

A typical Customer Service Director earns the following wages (national and state):

State

The average salary in North Carolina for those pursuing this career is $94,354

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

National

The average salary in the United States for those pursuing this career is $93,383

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

What Does a Professional in this Career Do?

Directs customer service activities for a company. Develops and directs the implementation of customer service policies for company products and oversees customer service staff. Analyzes customer sales and service data and customer feedback.

Employment Trends

The job demand and job growth statistics shown here were derived from job posts over the past year. Expected job growth projections are extrapolated from year-over-year job post listing history.

Job demand and job growth is expected at the following rates:

LocationGrowth
North Carolina38+8.6%
Nationwide1218+3.4%

Skills

A professional in this position typically utilizes the following skills in the course of everyday work in this exciting and challenging field:

Baseline Skills

The following are baseline skills every Customer Service Director is expected to have in order to experience success in this field:

  • Communication Skills: The ability to convey information to another effectively and efficiently.
  • Teamwork / Collaboration: Experience working in collaborative efforts with a team to achieve a common goal or to complete a task in the most effective and efficient way.
  • Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.
  • Building Effective Relationships: Building relationships is about your ability to identify and initiate working relationships and to develop and maintain them in a way that is of mutual benefit to both yourself and the other party. Good relationships are the key to getting things done and are essential when your success is dependent on others.
  • Planning: Working experience with the process of thinking about and organizing the activities required to achieve desired goals.

Specialized Skills

These skills are specific to working in this career:

  • Customer Service: Working experience with the provision of service to customers before, during and after a purchase.
  • Budgeting: Experience planning how the financial resources of a business or department are to be allocated during the next business period.
  • Customer Contact: Experience working with business processes and technologies that are designed to engage customers and facilitate communication by a variety of channels.
  • Key Performance Indicators (KPIs): Experience of analyzing a project or company and communicating it's success in terms of the measured performance of activities
  • Project Management: Project management is the discipline of initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria.

Distinguishing Skills

Any Customer Service Director that possesses the following skills will stand out against the competition:

  • Business Strategy: Strategic management is the formulation and implementation of the major goals and initiatives taken by a company's top management on behalf of owners, based on consideration of resources and an assessment of the internal and external environments in which the organization competes.
  • Customer Retention: Customer retention refers to the ability of a company or product to retain its customers over some specified period.
  • Cross Sell: Working experience selling additional products or services to existing customers.
  • Service Improvement: The science of service improvement is a mix of disciplines, which aims to build a culture that is supportive of improvementand uses principles and thinking from psychology and organisational development.
  • Strategic Development: Strategic planning is an organization's process of defining its strategy, or direction, and making decisions on allocating its resources to pursue this strategy.

Salary Boosting Skills

A professional who wishes to excel in this career path may consider developing the following highly valued skills:

  • Business Acumen: Keenness and quickness in understanding and dealing with business situations in a manner that is likely to lead to good outcomes.
  • Business Strategy: Strategic management is the formulation and implementation of the major goals and initiatives taken by a company's top management on behalf of owners, based on consideration of resources and an assessment of the internal and external environments in which the organization competes.

Experience

This position typically requires the following level of experience. The numbers presented in the pie charts below were derived from actual job posts over the past year. Not all job postings list experience requirements.

Experience Required%
0 to 2 years5%
3 to 5 years36%
6 to 8 years30%

Many of the programs offered through NC State are designed for working professionals who need additional credentials to enhance existing work experience.

Students who do not have the expected level of experience may wish to look into internship and employment opportunities.

Common Job Titles

It is possible to find work in this field in positions commonly listed as the following job titles:

  • Director Of Customer Service
  • Director, Customer Service
  • Customer Service Director
  • Director, Client Success
  • Client Success Director

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