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Director - Customer Service Operations in Clearwater, FL at PODS

Date Posted: 3/8/2018

Job Snapshot

Job Description

PODS Enterprises LLC, a leader in the moving and storage industry, is currently seeking a Director- Customer Service to join our Sales & Service Center in Clearwater, Florida.

The Director- Customer Service will develop, implement and manage customer service strategies and service delivery for our residential sales and service department. They will define work flows and processes that will drive improvements in customer satisfaction, employee engagement and reduce attrition. The Director will work closely with all internal partners to identify and resolve issues impacting customer experience. They will identify process gaps affecting customers and/or business efficiencies, and relentlessly pursue solutions to remove obstacles.



  • Understand and manage standards, metrics, performance criteria, policies and procedures to continuously improve productivity and effectiveness
  • Work with management on forecasting activities and set performance goals and objectives accordingly
  • Continuously review the effectiveness of our service delivery and provide guidelines and best practices to ensure a superior customer experience
  • Develop KPI’s and SLA’s that align with business objectives
  • Work with Workforce Management to manage call routing and ensure that the business has proper coverage to handle calls within service level targets
  • Support and deploy crisis management and disaster recovery strategy
  • Coordinate site operations and facility needs with other members of management
  • Analyze and respond to changing market conditions, to include competitive benchmarking
  • Provide leadership team with guidance and development of leadership skills
  • Provide team motivation and development
  • Handle escalated calls as necessary to ensure quality customer service
  • Responsible for the overall performance and productivity of the Supervisor and Customer Service Representatives reporting to this position
  • Understand the QA process and the ability to manage to it effectively (outlier management)
  • Understand and handle HR issues and policies that affect Supervisors and Representatives
  • Possess effective conflict resolution skills (both customer and agent conflict)
  • Possess time management, planning, organizational and multi-tasking skills
  • Monitor results of third party outsource vendors (as appropriate)
  • Responsible for weekly payroll review and submission to ensure correct entries
  • May perform other duties and responsibilities as assigned

Job Requirements


  • 10+ years of experience in customer service/sales in a contact center environment
  • 7+ years of managerial experience
  • Prior experience managing projects in a fast paced, dynamic environment
  • Superior written and verbal communication skills
  • Passion for delivering an excellent customer experience
  • Bachelor’s Degree preferred




Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.


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