Family Services Director - Customer Experience

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.

S UMMARY:

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:

- Collaborates with operational managers/ superviso r and directors to understand and share customer comments and c ustomer s ervice activities to ensure we are meeting or exceeding customer requirements.

- 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 c ustomer s ervice mission that supports company objectives and deploying strategies focused on that mission. Lead and develop c ustomer s ervice management team to enhance performance by setting clear, accountable performance measures .

- Establishes goals and initiates special projects to continuously improve c ustomer s ervice effectiveness and the customer experience. Supports management in the day-to-day operations of the C ustomer Resource Center, CCR&R program, Early Intervention and Community Engagement programs within the Family Services Department.

- Ensures optimal customer service is always maintained following CCR&R requirements .

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/1x0umnnrfnl4e9vl9xv2wewcyq0mgdu5

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