Skip to content

Director of Customer Service

On-site
  • Englewood, Colorado, United States
$120,000 - $170,000 per yearCustomer Service

Job description

What would a typical day look like as the Director of Customer Service at Digicomm International?

When our customers, the largest cable operators and service providers worldwide, place orders, you would know that you are supporting internal and external customers by providing the best in-class customer experience. The Director of Customer Service and Fulfillment will play an integral role in creating a scalable organizational model that elevates customer experience and increases team efficiency. You would regularly and continuously lead your teams to optimize processes, drive customer service scores, grow their skills, and automate systems. You would leave the office daily knowing that your work enables our teams to support customers by delivering critical communications infrastructure worldwide.


Digicomm International, Inc. is a leading national and international supplier and manufacturer of CATV/FTTx equipment that has experienced year over year growth as their product lines have continued to diversify. Known for our exceptional commitment to customer service, Digicomm is a top-rated distributor to many well-known cable and broadband operators across the country including Comcast and Charter as well as many international operators in Mexico, Latin America, and Asia. Digicomm is a privately held company that offers a customer-centric work environment poised for continued growth.


What we'll expect from you and what you'll be doing:

  • Oversee all customer service operations and elevate the customer experience by creating a scalable organization model that guides our commitment to customers.
  • Manage select customer accounts and relationships, evaluating areas of improvement to improve customer service and retention.
  • Lead customer business reviews and weekly calls, implementing plans to support and anticipate customer partners' specific business needs.
  • Continually refine and document processes to persistently improve efficiency and high customer satisfaction.
  • Design, build, and maintain internal dashboards to ensure that key activities are monitored and proactively managed to maximize the best-in-class customer experience.
  • Improve current process of recording, assessing, and analyzing customer feedback.
  • Ensure team scorecards are reviewed for accuracy and identify areas of opportunity to improve service.
  • Hire, coach, and develop team members, executing timely performance reviews to ensure direct and indirect reports’ assessments are in alignment with our promise to customer excellence.
  • Create intricate training plans for new and current employees to keep them abreast of upcoming process improvement.
  • Analyze our automation and CRM tools to improve team efficiency and minimize manual work.
  • Acts as a liaison between the customer service department and other divisions in the company.

Supervisory Responsibilities:

  • Direct Reports: Customer Service Manager, and indirectly manages the Customer Service team.

Job requirements

  • Bachelor’s Degree in Business or a related field.
  • 6-8+ years of progressive management experience, specifically in Customer Service.
  • Experience in a B2B distribution or Telcom company highly preferred.
  • Exceptionally customer-focused with advanced written and verbal communication skills.
  • Strong people analytics, relational, and critical thinking skills with attention to detail.
  • Able to work in a fast-paced, team-oriented environment.
  • Ability to focus on large amounts of consistently changing data.
  • Desire to learn new skills, be challenged, and demonstrate growth potential.
  • Advanced computer skills, specifically Microsoft Word and Excel, required.
  • Skilled in Microsoft Dynamics, or a similar CRM system.
  • Willingness to remain flexible and adapt to change as we continue to grow as a company.

Digicomm International is committed to the full inclusion of all qualified individuals. As part of this commitment, we ensure that candidates and employees with disabilities are provided reasonable accommodations. 


What you can expect from Digicomm International:

This position offers a competitive compensation package including a base salary range of $120,000 - $170,000 per year and the opportunity to earn a quarterly bonus based on personal and team performance. The salary range will be commensurate with experience and qualifications.

Digicomm also offers a comprehensive benefits package that includes:   

  • Employee medical coverage premiums paid in full by Digicomm  
  • Dental and vision plans  
  • 401(k) plan with employer match that is fully vested upon enrollment  
  • PTO- Paid time off  
  • Company-paid Life and AD&D insurance  
  • Company-paid Short and Long-term Disability 
  • Flexible Spending Account (FSA)  
  • Health Savings Account (HSA) or Health Reimbursement Arrangement (HRA)  

Digicomm International is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.

or