Director of Customer Service

Customer Service Director

Department: Customer Experience & Front Office Operations

Location: East Hants, NS

Position Overview

The Customer Service Director is responsible for leading Living Stone’s customer service and front‑office operations. This role oversees all customer‑facing communication, ensures consistent service standards, and manages the team responsible for reception, scheduling, product support, and service coordination.

The Director ensures that customers receive timely, accurate, and professional support throughout the entire project lifecycle.

Key Responsibilities

Leadership & Team Oversight

• Provide daily leadership and direction to the customer service team, including Reception, Install Coordination, Service Coordination, Logistics and Product Specialists.
• Conduct performance management, coaching, and training to support employee development.
• Participate in recruitment, onboarding, and workforce planning for customer service and other department roles.
• Foster a professional, collaborative, and customer‑focused team environment.

Customer Experience Management

• Ensure all customer interactions are handled promptly, accurately, and in alignment with company standards.
• Oversee communication throughout the project lifecycle, including scheduling updates, service requests, and issue resolution.
• Manage escalated customer concerns and ensure appropriate follow‑up.
• Monitor customer satisfaction and identify opportunities for improvement.

Operational Coordination

• Serve as the primary liaison between Customer Service, Production, Installation, and Commercial Operations.
• Ensure accurate and timely communication of job details, schedule changes, and customer requirements.
• Support workflow management for Install Coordination and Service Coordination.
• Maintain and update standard operating procedures for customer‑facing processes.

Office Administration

• Oversee front‑office operations, ensuring a professional and organized environment.
• Manage reception coverage, phone systems, and customer walk‑ins.
• Ensure accurate documentation, job file maintenance, and system data entry.
• Provide administrative support to the Controller and cross‑functional teams as required.

Continuous Improvement

• Evaluate customer service processes and recommend improvements to enhance efficiency and service quality.
• Support the development and implementation of new policies, workflows, and communication standards.
• Assist leadership team with operational initiatives and organizational alignment.

Qualifications

• 5+ years of experience in customer service leadership, office management, or operations.
• Experience in construction, fabrication, or trades‑based environments considered an asset.
• Strong leadership, communication, and conflict‑resolution skills.
• High level of organization, accuracy, and attention to detail.
• Proficiency with scheduling systems, CRM platforms, and standard office software.

Key Competencies

• Leadership
• Customer Focus
• Communication
• Problem Solving
• Process Management