Family Services Director - Customer Experience

Early Learning Coalition of Palm Beach County, Inc.; Florida; On-site; USD 79,000 - 97,000; Full time

Job summary

The Early Learning Coalition of Palm Beach County, Inc. is seeking a Family Services Director - Customer Experience to lead our customer service initiatives, including CCR&R, a call center, outreach, and community engagement.

This role requires a Bachelor's degree, 7+ years of related experience with supervisory responsibilities, and a commitment to high-quality early learning services. Location: Palm Beach County, FL; full-time with standard hours and occasional longer hours.

Qualifications

• Bachelor's degree in a relevant field required; Master's degree preferred.
• Seven years of professional, supervisory, and/or project management experience.
• Three years of direct hands-on supervisory experience.

Responsibilities

• Supports management in day-to-day operations of the Customer Resource Center, CCR&R program, Early Intervention and Community Engagement programs.
• Develops, guides, and monitors implementation of a comprehensive strategy for customer services initiatives.
• Sets a clear customer service mission aligned with company objectives and leads the customer service management team.
• Establishes goals and initiates projects to improve customer service effectiveness and the customer experience.
• Collaborates with managers and directors to share customer feedback and ensure requirements are met.
• Ensures optimal customer service following CCR&R requirements.
• Develops partnerships with community organizations, programmatic partners, and agencies to advance the Coalition's work.

Skills

Customer service leadership

Team leadership

Education

Bachelor's degree in Education, Early Childhood Education, Child Development, Health and Human Services or related field

Master's degree preferred

Job description

The Early Learning Coalition of Palm Beach County is looking for a Family Services Director - Customer Experience to join our team!

WHO WE ARE:

The Early Learning Coalition of Palm Beach County, Inc. strives to ensure that children and their families have access to high-quality, affordable early learning programs and services in our community. We are a local 501(c)(3) nonprofit organization dedicated to building a community-wide commitment to ensure every child is ready to succeed in school and life through comprehensive, high-quality early learning environments.

SUMMARY:

The Family Services Director - Customer Experience is primarily responsible for implementation and oversight of a comprehensive customer service initiative that includes a Child Care Resource and Referral (CCR&R) Program, a call center, outreach programming, community engagement programs and the coordination of strategic partnerships needed to support the mission of the Early Learning Coalition. This position serves as a customer service role model to ensure a positive relationship in interactions with all employees and customers.

HOURS:

This is a full-time position, and business hours at the Palm Springs location are Monday through Thursday 8:00 am to 5:30 pm and Friday from 8:00 am to 12:00 pm. Longer hours, evenings, and weekends may be necessary on occasion.

PAYRATE: up to $88,000 commensurate with experience.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Supports management in the day-to-day operations of the Customer Resource Center, CCR&R program, Early Intervention and Community Engagement programs within the Family Services Department.
• Develop, guide, and monitor implementation of comprehensive strategy for customer services initiatives on behalf of the Early Learning Coalition of Palm Beach County.
• Responsible for setting a clear customer service mission that supports company objectives and deploying strategies focused on that mission. Lead and develop customer service management team to enhance performance by setting clear, accountable performance measures.
• Establishes goals and initiates special projects to continuously improve customer service effectiveness and the customer experience.
• Collaborates with operational managers/supervisor and directors to understand and share customer comments and customer service activities to ensure we are meeting or exceeding customer requirements.
• Ensures optimal customer service is always maintained following CCR&R requirements.
• Develop and implement strategy for utilizing key partnerships with community-based organizations, programmatic partners, corporations, governmental agencies, and cultural institutions to further the work of the Early Learning Coalition.

EDUCATION AND EXPERIENCE:

• Bachelor's degree (B.A.) from an accredited four-year college or university in Education, Early Childhood Education, Child Development, Health and Human Services or related field is required. Master's degree preferred.
• Seven years of professional, supervisory, and or project management experience.
• Three years of direct hands-on supervisory experience.

Link to full job description: https://elcpalmbeach.box.com/s/sns067urk53cftwkuhoajgv0raiyccaz