This position may be eligible for Hybrid Work, working remotely for up to one day per week after the initial 90 days of employment.
Salary Range: $58,809/year or higher, commensurate with experience and/or education
JOB SUMMARY
The Assistant Director, Customer Services oversees the daily customer service operations. This includes, but is not limited to, the integrated delivery of information, call center, front counter, and communications.
DUTIES
Oversees and manages the availability of staff responsible for supervising the information center, front counter, call center, etc
Manages the execution of call campaigns
Serves as the primary point of contact for all call center aspects of performance training, updated management, and reporting and executes queries in the information system for letter generation
Assists in drafting and editing all web and print information
Coordinates institutional engagement through departmental training sessions and meet-and-greet briefings
Develops and manages customer service business processes and procedures
Manages resources required for communication in the call center and front counter
Oversees services offered, provides information to various entities, and resolves any problems that may arise
Serves on various administrative committees and participates in local, state, and national conferences
MARGINAL DUTIES
Performs all other duties as assigned
SUPERVISORY RESPONSIBILITIES
Direct Reports:
Full-time employees
Delegation of Work:
Regularly assigns work to subordinate(s)
Supervision Given:
Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge:
Knowledge of the trends, issues, and accepted practices relevant to providing a high level of customer service in a higher education setting
Skills:
Strong technical skills, including proficiency in MS Office, CRM, and PeopleSoft
Excellent customer service skills
Good interpersonal and communication skills
Abilities:
Ability to create manuals and train people
Ability to effectively communicate and collaborate with a wide range of individuals and constituencies in a diverse community
WORK LOCATION AND PHYSICAL DEMANDS
Primary Work Location:
Works in an office environment
Physical Demands:
Work is performed in a typical, comfortable interior work environment that does not subject the employee to any unpleasant elements
The individual has discretion in relation to walking, standing, etc., and has minimal exposure to physical risks
Must have the ability to move items of up to 25lbs
EEO/AA
Required Education:
Bachelor's degree
Required Experience:
Minimum of three (3) years of related job experience
