Position Summary
Reporting to the Vice President of Operations, the Director of Customer Service manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners’ and members’ access to high quality educational offerings and ensure the organization remains competitive in meeting the educational and learning needs of property, facility, and building maintenance professionals. The primary function of the Director of Customer Service is to assist with and support the administrative, technological, and project management needs of the team while engaging directly with customers, members, and learners, and working with other departments to fulfill their needs.

This role’s dynamic nature requires enthusiasm for exceptional customer service, and exemplary project management and organization skills. The ideal candidate will have professional expertise with membership, adult learning materials and professional certification processes and be able to advance the organization's execution and support of learning materials, events, and membership. In addition, analytical skills are imperative for monitoring and evaluating learners’ and member participation and feedback against BOMI and BOMA operational goals and metrics. The Director of Customer Service is also responsible for actively supporting learners and members by responding to their needs, providing guidance, and ensuring their satisfaction throughout their journey.

Primary Responsibilities:
 

• Manage and motivate the Customer Support Team to achieve high customer satisfaction. Ensure employees have appropriate training and other resources to perform their jobs.
• Monitor distribution and completion of customer cases, enrollments, registrations, and class rosters by/to Customer Support Representatives to ensure timely handling and resolution of service issues.
• Evaluate and improve internal and external processes, policies, and procedures.

• Set team performance standards and coach the team to provide exceptional customer service.
• Analyze metrics and solicit feedback to ensure the team is achieving and exceeding forecasted goals.
• Oversee registration and support, roster processing, book shipments and billing.
• Process Ecommerce Orders.
• Troubleshoot phone system issues. Collaborate directly with IT to ensure rapid handling of inbound and outbound calls.
• Communicate client, member and learner needs and demands with internal staff based on customer interaction.
• Work with the IT department to ensure proper record keeping through enterprise-wide CRM system (Salesforce).
• Responsible for database management; ensure accurate record keeping and database entry.
• Analyze metrics and run reports.
• Other duties as assigned.

Required Qualifications:
 

• Bachelor’s degree or relevant work experience + High School diploma.
• 5+ years of previous experience managing teams to effectively meet organizational objectives.
• Excellent oral and written communication skills.
• Strong project management skills to ensure all assets are marketed effectively, strategically, and on time.
• Keen diligence and organization skills to support team goals and initiatives.
• 5+ years of previous customer service experience and a passion for providing superior customer experiences.
• Superior technical skills to include working knowledge of Salesforce and Microsoft Office Suite.
• Strong ability to manage multiple projects and to thrive in a demanding environment that involves working on multiple content projects simultaneously.
• Ability to travel to conferences and interface with external clients.
• Additional responsibilities as needed.
• Unrestricted ability to work in the United States.

Preferred Skills and Personal Characteristics:
 

• Positive and energetic individual eager to problem-solve and tackle new projects.
• Collaborative, flexible, and open to others’ ideas on a high-energy, fun, hard-working team.
• Committed to constant learning.
• Demonstrates initiative and innovative focus.
• Excellent organizational, oral, and written communication skills.
• Ability to multi-task and meet aggressive deadlines within specified timelines.
• Organized and detail oriented.
• Knowledge of and/or experience with professional certification processes.

Location:

BOMI and BOMA have offices in Annapolis, MD, and Washington, D.C., respectively and operate on hybrid work schedules with the team in-office two-to-three days a week depending on location. This position is in the Washington, DC location 2 days a week and Annapolis, MD 1 day a week. Offices will be combined in 2028 and could be relocated to Northern Virginia.

Compensation & Benefits:
The salary range for this position is $85,000 to $95,000. Additionally, BOMA provides a comprehensive benefits package including, but not limited to:

• Health benefits, including medical, dental and vision for employees and their families.
• Competitive 401(k) contributions.
• Paid vacation time and paid sick and safe time.
• Professional Development.
• EAP Program.