Experienced Director of Customer Service Excellence - Hybrid Role

At arenaflex, we pride ourselves on our commitment to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our team, the Director of Customer Service Excellence will play a vital role in shaping the customer relationship between campus customers and the Administrative Services Center (ASC). If you're passionate about providing top-notch customer service, leading high-performing teams, and driving business growth, we want to hear from you.

About arenaflex

arenaflex is a leading research university that prides itself on its technological resources, collaborations, high-quality student body, and commitment to building an outstanding and diverse community of learning, discovery, and creation. Our institutional values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. We strongly encourage applicants whose values align with our mission and vision.

About the Role

As the Director of Customer Service Excellence, you will be responsible for designing, implementing, and overseeing the customer relationship between campus customers and the ASC. This will involve providing assistance with administrative transactions, providing information to Institute callers (internal and external), and ensuring the successful and timely resolution of customer inquiries. You will also be responsible for implementing and managing the ASC KPIs, service level agreements, and operating level agreements with customers, in coordination with the senior directors of ASC functional areas.

Responsibilities

* Lead the ASC Customer Service Strategy, including managing campus partnership agreements and ensuring all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence, user-friendly, cost-effective, timely, and expert support.

• Lead and direct the daily operations of the ASC customer experience service desk, supporting direct staff to ensure that work teams are appropriately focused on achieving targeted performance levels by leveraging performance reports, implementation of continuous improvement initiatives, and effective use of the ASC knowledge management system.
• Lead and manage unit personnel, including hiring, performance, budget, and other duties as assigned.
• In partnership with senior leadership, plan and manage to organizational metrics and performance measures and goals, identifying and reporting on scorecard results and trends, analyzing performance data, and conducting sustained continuous improvement activities to achieve higher service levels throughout the center.
• Promote a learning organization to facilitate development of functional expertise, quality management, and customer service.
• Perform other related duties as assigned.

Requirements

* Bachelor's Degree in Business Administration or related field or equivalent combination of education and experience.

• Six to eight years of job-related experience.
• Master's Degree in Business or Public Administration or related field preferred.
• Eight to ten years of customer service management experience preferred.
• Desire experience in supervising people leaders with supervisory responsibilities.

Knowledge, Skills, & Abilities

* Specialized skills required for this job: + Experience in customer support, customer service, call centers, or equivalent field. + Experience with using customer support management tools (e.g. ServiceNow).

• Specialized skills preferred:

+ 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.

Work Environment & Culture

arenaflex is committed to maintaining a fair and respectful environment for all. We provide equal opportunity to all faculty, staff, students, and all other members of the arenaflex community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. We prohibit discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in our programs, activities, employment, and admissions.

Compensation & Benefits

arenaflex offers a competitive salary range of $130,640 - $143,000, depending on experience. We also provide a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, and paid time off.

How to Apply

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you. Please submit your application, including your resume and cover letter, through our online portal. We look forward to reviewing your application and discussing this exciting opportunity with you further.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity Employer. We are committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, arenaflex provides equal opportunity to all faculty, staff, students, and all other members of the arenaflex community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. arenaflex prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in our programs, activities, employment, and admissions. Apply for this job