Office of Human Resource Management

South Carolina State University is seeking applications for a Director of Customer Service position. The selected candidate is responsible for drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience at South Carolina State University. The role of the Director involves ensuring customer service standards are adhered to, developing customer service policies, managing customer service teams, and providing customer satisfaction.

Duties and Responsibilities: 

• Develop policies and procedures: Creating and implementing policies and procedures to ensure a quality customer service experience  
• Managing teams: Overseeing customer service teams 
• Establishing performance metrics: Setting performance metrics
• Researching: Researching to understand customers, including gathering feedback through surveys and questionnaires 
• Developing training programs: Developing and implementing training and quality assurance programs for employees 
• Identifying technology updates: Identifying and recommending updates to technology, equipment, and policies 
• Working with executives: Working with executives to establish standards and objectives for customer service 

Minimum Requirements for Entry into Position: 

• The Director of Customer Service should have a bachelor’s degree

Preferred Requirements for Entry into Position: 

• A Master's Degree and relevant experience and skills. Expected skills are excellent verbal and written communication skills, Excellent interpersonal and customer service skills, Strong analytical and problem-solving skills, and Strong supervisory and leadership skills. The Director of Customer Service is independent of existing administrative structures and reports directly to the President.