Assistant Director of Customer Service

Assistant Director of Customer Service

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
Reporting to the Associate Director of Customer Experience, and working collaboratively with the Dean and Student Financial Services management team, the Assistant Director for Customer Service assists in supporting and promoting positive customer experiences within the Student Financial Services department and the EM division. This position will maintain focus on quality service delivery across all available service channels including phone, email, in-person and remote appointments.

The Assistant Director plays a critical role in SFS service delivery across both undergraduate and graduate students with particular focus on the needs of a Northeastern lifelong learner. Working with colleagues across the Enrollment Management division, the Assistant Director directly engages with customers, assists in monitoring and managing service volume, unit response times, and identifying trends in customer need and behavior. The Assistant Director possesses strong problem-solving and communication skills, and is able to resolve queries, disputes, or complaints in a professional manner while adhering to and communicating institutional policies.

Responsibilities:
This position will optimize the Service Now platform to support desired priorities and goals within both the financial aid and student account departments. This position trains and supervises CX frontline staff and works collaboratively with the Enrollment Management Contact Center to review, clarify, and train on policies and procedures relating to both the administration and processing of financial aid and student account management.

The Assistant Director of Customer Service will assist in further documenting formal policies related to service expectations and CX operations. In addition to assisting with the development of written materials and trainings, this position will have an active role in launching and supporting new CX initiatives and will work with in-unit managers to meet deadlines and turnaround times for special projects and cyclical service needs and tasks.

Qualifications:
Bachelor's degree; Master's preferred. Three to five years of progressively responsible experience in a financial aid/student financial services office. Prior supervisory experience strongly preferred. Must have a high level of customer service skills and attention to detail. Experience using PowerFAIDS and Banner preferred. Demonstrated success working with a diverse student population. Experience with project management. Ability to multi-task, be self-motivated, organize time and work under pressure and deliver quality outcomes on time. Commitment to excellence in student service. Ability to use Microsoft Access, Excel and Word to aggregate data, create appropriate internal and public communications, and produce management reports as needed. Strong written and verbal communications skills, in one to one and large group situations.

Salary Grade:
11

Additional Information:
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/506333

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