Director of Customer Service Excellence - Hybrid Role Focused on Delivering Exceptional Support and Leading High-Performing Teams at arenaflex

Introduction to arenaflex

arenaflex is a leading institution that prides itself on its commitment to excellence, diversity, and innovation. With a strong focus on building a community of learning, discovery, and creation, arenaflex is dedicated to developing leaders who advance technology and improve the human condition. Our mission is to serve the public good, address global challenges, and make technology accessible to all. We are now seeking a highly skilled and experienced Director of Customer Service Excellence to join our team and play a key role in delivering exceptional support to our customers.

About the Role

The Director of Customer Service Excellence will be responsible for designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) at arenaflex. This will involve providing assistance with administrative transactions, providing information to Institute callers, and ensuring the successful and timely resolution of customer inquiries. The successful candidate will also be responsible for implementing and managing ASC KPIs, service level agreements, and operating level agreements with customers, as well as supervising a team of staff and coordinating with other departments to ensure seamless delivery of services.

Key Responsibilities

• Lead the development and implementation of the ASC customer service strategy, including managing campus partnership agreements and identifying customer needs and opportunities
• Direct the daily operations of the ASC customer experience service desk, including supporting staff and ensuring that work teams are focused on achieving targeted performance levels
• Lead and manage unit personnel, including hiring, performance management, budgeting, and other duties as assigned
• Plan and manage organizational metrics and performance measures, including identifying and reporting on scorecard results and trends, and analyzing performance data to drive continuous improvement
• Promote a learning organization to facilitate the development of functional expertise, quality management, and customer service
• Perform other related duties as assigned

Requirements and Qualifications

To be successful in this role, you will need to have a Bachelor's Degree in Business Administration or a related field, or an equivalent combination of education and experience. You will also need to have at least six to eight years of job-related experience, with a preference for a Master's Degree in Business or Public Administration or a related field, and eight to ten years of customer service management experience.

Essential Skills and Competencies

• Experience in customer support, customer service, call centers, or equivalent field
• Experience with using customer support management tools (e.g. ServiceNow)
• Strong leadership and management skills, with the ability to supervise and develop high-performing teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze performance data and drive continuous improvement
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities

Preferred Qualifications

• Experience in a shared services environment
• Progressively responsible experience in finance, procurement, human resources, IT, or research administration
• Experience working in an enterprise resource planning (ERP) system (e.g. Workday)
• Experience working in a higher education environment

Career Growth and Development Opportunities

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Director of Customer Service Excellence, you will have the opportunity to develop your leadership and management skills, as well as your expertise in customer service and support. You will also have access to training and development programs, as well as opportunities for advancement within the organization.

Work Environment and Culture

arenaflex is a dynamic and innovative institution that values diversity, equity, and inclusion. We are committed to creating a work environment that is welcoming and inclusive, and that supports the well-being and success of all employees. Our campus is located in the heart of Atlanta, a vibrant and diverse city with a wide range of cultural, economic, and recreational opportunities.

Compensation and Benefits

The salary range for this position is $130,640 - $143,000, depending on experience and qualifications. arenaflex also offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks and discounts, including access to on-campus facilities and services, and discounts on local businesses and events.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Director of Customer Service Excellence role at arenaflex. This is a unique opportunity to join a dynamic and innovative institution, and to play a key role in delivering exceptional support to our customers. With a competitive salary and benefits package, as well as opportunities for growth and development, this is a role that is not to be missed. Apply now to join our team and take your career to the next level!