Customer Service Manager

Customer Service Manager

About the Opportunity

Summary:

The Customer Service Manager will serve as a primary point of contact and acting manager for a collaborative space occupied by a cross-section of front-facing university service units. In collaboration with functional unit management, the CX manager will work to ensure that the needs of the physical space are being met through appropriate planning, scheduling, training, and supply ordering. The customer service manager will be directly responsible for monitoring, advancing, and resolving operational items such as facilities requests and work orders, technology needs, and mailroom delays and routing challenges.

In addition to supporting the backend needs of the lobby and shared physical space, the CX manager will be called upon to greet and directly assist customers, manage customer expectations, oversee student workers and frontline staff in the lobby, and triage walk-in traffic. Additionally, the CX manager will assist in facilitating staff trainings, supporting requisite needs for weather-related delays and closings, and documenting and unifying check-in procedures and aspects of the on-site and remote customer experience.

The CX manager will be expected to effectively navigate the ServiceNow environment and other supporting systems and platforms to assist with advancing and resolving escalated student issues and support standard case response. This position will serve as a primary on-site liaison for campus partners such as the Enrollment Management Contact Center and will serve as an active member of on-site working groups and project committees. Other duties as assigned.

This position will be on-site full-time. Some evening and weekend work may be required.
Qualifications:

• Bachelor's degree
  
• Experience in student services, customer service, or related field
  
• Strong communication, interpersonal and organizational skills
  
• Ability to communicate well in face-to-face interactions, in addition to by telephone and email
  
• Working knowledge of ServiceNow, Banner, Microsoft Teams, Outlook, Microsoft Word and Excel preferred
  
• Demonstrated ability to work with a diverse student population
  
• Strong analytical, decision-making, and problem-solving skills
  
• Flexible Work Schedule
  

Responsibilities:

• Serve as primary point of contact to support backend and operational needs of 354 RI. This includes planning, scheduling, and supply ordering. Logging, tracking, and resolving facilities requests, technology requests, and researching/communicating about mailroom delays or challenges. Assisting with staff trainings, supporting needs for weather-related delays or closings, documenting and unifying check-in procedures and other aspects of customer experience for units represented in the 354 RI space. Overseeing student workers and frontline lobby staff as needed.
  

• Engage in direct customer support. Triage walk-in traffic, relay policies, practices, and timelines for represented service units in 354 RI. Navigate ServiceNow and accompanying systems and platforms to locate, research, advance, and track escalated student cases, or assist in case resolution. Standard case response and routing support.
  

• Serve as a primary on-site liaison for campus partners such as the Enrollment Management Contact Center. Serve as an active member of on-site working groups and project committees. Represent 354 RI needs in working groups, meetings, and other institutional forums. Other duties as assigned.
  

Position Type

General Administration

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://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Customer-Service-Manager_R105806 jeid-d1781de2ccd9614e921b87890ef85dc7