What does a Director of Customer Relations do?
Customer service representatives (CSRs) are the front-line support within organizations that sell products and services to consumers and businesses. In consumer sales focused companies, customer service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature, a CSR will usually solve specific product quality or integration issues. In such cases, a rep will work closely with an account manager or sales representative.
The skills needed to be a successful customer service representative include: strong communication skills, customer service system experience, and time management and interpersonal skills.
- Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
- Document all inquires, requests, resolutions, and follow-up tasks
- Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
- Display a courteous and empathetic attitude to all customers
- Perform research to answer customer inquiries and requests
- Grow existing customer accounts through exceptional customer service and effective sales techniques
- Meet quantitative performance metrics as outlined
- Keep customer accounts current by updating databases during calls
- High school diploma or general education degree (GED) required
- 1 year of customer service experience
- Experience working with inbound and outbound calls, customer retention, and inside sales preferred
- Proficient in Microsoft Office
- Excellent interpersonal and communication skills
- Comfortable working in a high volume role
- Demonstrated ability to prioritize tasks and manage time efficiently
- Basic computer skills in various software and web-based applications
Director Customer Relations Salaries
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Director of Customer Relations Career Path
Learn how to become a Director of Customer Relations, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
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Director of Customer Relations Insights
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Director of Customer Relations Interviews
Frequently asked questions about the role and responsibilities of a Director of Customer Relations
- Customer Care Manager
- Customer Success Manager
- Customer Service Manager
- Customer Service Representative