Customer Service Center Manager

Customer Service Center Manager

US-NJ-Princeton

Job ID: 2023-16475
Type: Full-Time
# of Openings: 1
Category: Administrative Support

Princeton University

Overview

Princeton University invites applications for the position of Manager for the Service Point within University Services. Chartered in 1746, Princeton University currently has enrolled approximately 8,200 students and employs approximately 7,000 benefits eligible employees. As a research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching. Interdisciplinary work is vital to Princeton and is reflected in a full spectrum of academic programs.

The Service Point, which opened in 2020, is the centerpiece of an overall strategy to create a valuable customer service experience for the University community. It is led by the Director of Customer Experience and is the gateway for inquiries related to TigerCard, Parking and Transportation, Campus Dining, and Housing and Real Estate Services. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, the Service Point team works across campus departments to complement the customer-facing systems, services, and resources available.

SUMMARY OF POSITION

Under the guidance of the Director of Customer Experience, and as a member of the University Services Leadership Team, the Service Point Manager is responsible for the overall service center operation, building and maintaining relationships with University partners to ensure a regular cadence of communication and growth.

The Service Point requires a collaborative, energetic, and imaginative leader. The Manager provides direct supervision, training, and professional development of the Service and Solutions Advisor, two (2) Solutions Specialists, and two (2) Service Coordinators, and (1) two-year term Service Coordinator—as well as as-needed temporary staff. The Manager will oversee ongoing staff performance management, development, and training to maintain high levels of technical skill and customer service, developing a team that is flexible, collaborative, responsive, and proactive. The Manager must anticipate peak periods, including some weekends, and ensure appropriate staffing levels.

The Manager also has oversight of Service Point procedures and policies to ensure an exceptional customer experience, maintaining high standards for accurate and timely responses to all consultations and inquiries. The Manager is responsible for handling and addressing customer complaints and conflicts that have been escalated from the Service and Solutions Advisor.

While the Manager must ensure operational efficiency, the successful candidate will also keep an eye towards the future—identifying a roadmap for the Service Point to expand its core set of services. To that end, the Manager must understand the structures and systems related to the broader University community—including academic departments, student life, building and facilities issues—and cultivate and maintain campus relationships that support the service mission and work of the Service Point. While the entire team must have a firm understanding of the University ecosystem, the Manager must have a holistic view of the mission of Princeton and ensure that the work of the Service Point is supporting that mission fully, consistently, and equitably.

The successful candidate must have strong technical, communication, and analytical skills to ensure that business processes and functions continue to align with the goals of the Service Point and more broadly with University Services. Finally, in order to achieve success, the Manager will need to work and communicate easily and effectively with all members of the University community: students, faculty, staff, alumni, parents, visitors, and campus partners.

Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES

Administration and management

• Manages a professional, diverse, and strong customer-service oriented team.
• Manages, develops, and trains staff to ensure that the highest levels of customer service are provided to both our internal and external customers.
• Ensures the professional development of staff and identifies opportunities for staff participation in University Services cross-functional customer service initiatives.
• This position has a high degree of independent decision-making authority regarding the operations and administrative management of the Service Point.
• Resolves difficult customer service complaints escalated by staff that cannot be handled by the Service and Solutions Advisor.
• Responsible for managing the Service Point’s annual operational budget and working with the Director of Customer Experience on budget-related planning.
• Serve as a highly visible, positive role model to staff.

Communication, community engagement, service partner development

• Directs the implementation and maintenance of a communication/marketing strategy across various platforms (print, web, apps, etc.), working closely with University Services communications staff to share information and market new services or changes in service.
• Develops and maintains relationships with campus partners and understands the needs related to the Service Point services offered to students, faculty, and staff.
• Continually identifies opportunities to expand the Service Point’s core services in support of University Services and the University.
• Effectively manages expectations and the delivery of devised solutions to the Service Point’s goals and needs.
• Collaborates with and coordinates joint process management of services across University Services departments, also consulting with colleagues external to University Services including, but not limited to those in the Office of the Dean of Undergraduate Students, the Office of the Dean of the College, the Graduate School, Finance and Treasury, Facilities, the Department of Public Safety, and Human Resources.

Data-informed policy and procedure innovation and improvements

• Works with the Director of Customer Experience, the Director of Information Technology for University Services, and the Manager of Campus Card Services to advocate for innovation and technology-related improvements to both customer and business processes.
• Implements best practices with regard to online and in-person interactions with end users.
• Ensures growth and development of information technology in support of improved customer service.
• Supports the Director of Customer Experience in the evaluation of business strategies and systems to serve community service needs effectively and efficiently.
• Uses technology to analyze trends to forecast data to define, assess, and recommend improvements. Promotes a culture of data-driven decision making.
• Leverages ServiceNow to improve service delivery of core campus services.

Other duties as assigned.

Qualifications

ESSENTIAL QUALIFICATIONS

Bachelor’s degree and 5-7 years professional experience managing a customer service operation/agency, or equivalent combination of management and supervisory experience and relevant education, training. Experience managing and developing staff and identifying ideal staffing models for peak periods. Proven commitment to leading service excellence by example. Excellent and demonstrable project management skills and experience managing multiple projects and sometimes conflicting priorities. Strong problem-solving abilities, discretion, and effective oral and written communication are needed to handle sensitive situations in a professional, confidential, and accurate manner. Demonstrated ability to initiate work proactively, act independently, anticipate needs, and use data to make sound decisions to resolve complex logistical or procedural problems. Experience presenting information in a team setting, as well as to senior administrators. Considerable knowledge of management and team leadership methods, development, goal setting, and extensive project management experience. Ability to balance the demands of day-to-day operations while serving as a highly visible, positive role model to staff. Excellent judgement and a high level of interpersonal skills; diplomacy and negotiating ability necessary for successful resolution of issues. Excellent knowledge of Microsoft Office computer applications including Excel, Word, and PowerPoint. Proficiency in working with computer applications and information systems. Essential Services Employee: ensures operation of the Service Center during a University closing and/or when operations are suspended. Must be available during major events, which may include occasional nights and weekends. PREFERRED QUALIFICATIONS

Demonstrable experience expanding services in a support center model. Expertise in launching and delivering on new initiatives. Experience working with ServiceNow or similar service management systems Considerable knowledge of data analysis, database management, dashboard development for reporting, project management, and related tools/software. Experience in a college or university setting. _______________________________________________________________________________

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

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