Director of Client Services
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Job Summary
Owning the strategy and performance of client services, the full-time remote Director of Client Services will manage operations across Background Screening and Drug/Occupational Health Screening service lines, ensuring high-quality client interactions and effective issue resolution.
Key Responsibilities
- Oversee client services delivery, ensuring compliance with service standards and timely resolution of client issues
- Lead and develop client services staff, fostering a high-performance culture focused on client satisfaction and continuous improvement
- Manage key account relationships and serve as the senior escalation point for complex client issues
Required Qualifications
- 7+ years of client services experience, including 3+ years in a director-level role
- Experience managing support operations using ticketing (Zendesk) and contact center (uJET) platforms
- Proven ability to lead and develop teams across multiple levels
- Strong analytical skills with experience in tracking service KPIs such as CSAT/NPS
- Familiarity with FCRA compliance considerations related to background screening and drug testing
Complete Job Description
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