Customer Service Manager

The VCU Card Office has an exciting opportunity for a Customer Service Manager!

Summary

The Campus Card Services department is seeking a professional with several years of customer service experience working in a team environment, who can implement service improvement strategies, and provide customer service support in a constantly changing environment. The Customer Service Manager provides overall management and leadership of the VCUCard Office customer service teams and ensures staff are delivering services in line with achieving the department’s mission, values and business objectives. With a focus on customer excellence, this position identifies and implements process improvements as well as monitors performance metrics in the customer service offices. Additionally, this position creates a unified customer service team through effective communication, team building, motivation and recognition.

Minimal Qualifications

•Bachelor’s Degree in Business Administration, Public Relations or similar field.
•Minimum Five (5) years of experience managing in a high volume fast paced customer service environment, such as a card office, help desk, or related customer focused environment.
•Have well-rounded experience specializing in several areas of customer relations.
•Highly organized professional with the ability to prioritize tasks and strong attention to detail.
•Proficiency in Microsoft Office applications such as spreadsheet, database and word processing.
•Must be IT literate and have basic experience troubleshooting office equipment.
•Have a current VA Driver’s License with a clean driving record.
•Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU.
•A desire to foster equity and inclusion in one’s team and throughout the university.
•A commitment to VCU’s core competencies of accountability/integrity; achievement; collaboration; diversity; innovation; and service excellence.


Preferred Qualifications

•Prior experience working for a college or university.
•Experience using VCU financial records system (Banner) and following state/university procurement procedures.
• Working knowledge of Google applications

Salary Range: 45,000 – 50,400



Position Details:

Department: Technology Support Services
Monday - Friday 8:00 am to 5:00 pm




Contact Information:

Contact Name: Stephanie Newing

Contact Email: newingsl@vcu.edu