Director of Customer Service

Join to apply for the Director of Customer Service role at Scion Staffing

Scion Staffing has been engaged to conduct an immediate search for a Director of Customer Service for our client, a growing, multi-state home services organization in Grand Rapids, Michigan! This is an exciting full-time, direct-hire leadership opportunity for a strategic, data‑driven professional passionate about elevating customer experience and operational excellence. This role offers the opportunity to build and lead a best‑in‑class customer service operation within a dynamic, growth‑focused environment.

• Develop and execute a comprehensive strategy for a Customer Service Center of Excellence that enhances the end‑to‑end customer journey.
• Provide direct leadership and oversight of call center operations, including customer service managers and field call center supervisors.
• Establish scalable systems and coverage models to support peak demand, after‑hours service, and 24/7 customer needs.
• Optimize CRM platforms and phone system technologies to improve efficiency, responsiveness, and lead conversion.
• Create, track, and analyze KPIs related to customer satisfaction, operational performance, and revenue opportunities.
• Partner cross‑functionally with Marketing, Technology, Dispatch, and Operations to support omni‑channel customer engagement and lead handling.
• Lead the development of customer experience analytics, reporting, and continuous improvement initiatives.
• Oversee training resources and agent learning programs to drive skill development and consistent service quality.
• Recruit, mentor, and grow a high‑performing, customer‑focused service team.
• Enhance post‑purchase experiences by improving referral programs, review collection efforts, loyalty initiatives, and customer feedback loops.

• Minimum of 7 years of experience in customer service or call center operations, including at least 5 years in a leadership role.
• Proven success driving customer engagement, satisfaction, and retention in a consumer‑facing environment.
• Proficiency with CRM platforms and internet‑based phone systems.
• Bachelor’s degree in business, marketing, or a related field, or equivalent professional experience.

This position offers a competitive compensation range of $115,000‑$125,000 plus bonus (25%), along with a comprehensive benefits package including medical, vision, and dental insurance effective day one, employer‑paid life and disability coverage, 401(k) with company match, paid time off, holidays, and parental leave.

• Director

• Full‑time

• Other

• Non‑profit Organizations
• IT Services and IT Consulting
• Staffing and Recruiting

Scion Nonprofit, a division of Scion Staffing, Inc., is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to making employment decisions based on merit and value for our clients and the candidates we represent.

For roles in jurisdictions with fair chance or conviction history ordinances, Scion Nonprofit proactively follows all applicable guidance and considers all qualified applicants.