Assistant Director, Customer Services

The Assistant Director, Customer Services oversees the daily customer service operations. This includes, but is not limited to, the integrated delivery of information, call center, front counter, and communications.

• Oversees and manages the availability of staff responsible for supervising the information center, front counter, call center, etc.
• Manages the execution of call campaigns
• Serves as the primary point of contact for all call center aspects of performance training, updated management, and reporting and executes queries in the information system for letter generation
• Assists in drafting and editing all web, and print information
• Coordinates institutional engagement through departmental training sessions and meet and greet briefings
• Develops and manages customer service business processes and procedures
• Manages resources required for communication in the call center and front counter
• Oversees services offered, provides information to various entities, and resolves any problems that may arise
• Serves on various administrative committees and participates in local, state, and national conferences

• Performs all other duties as assigned

Direct Reports:

• Full-time employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None Required

• None

Knowledge:

• Knowledge of the trends, issues, and accepted practices relevant to providing a high level of customer service in a higher education setting.

Skills:

• Strong technical skills, including proficiency in MS Office, CRM, and PeopleSoft
• Excellent customer service skills;
• Good interpersonal and communication skills

Abilities:

• Ability to create manuals and train people
• Ability to effectively communicate and collaborate with a wide range of individuals and constituencies in a diverse community.

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.
• Must have the ability to move items of up to 25lbs.

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Customer Relations Management

• Ensures customer's needs and expectations are addressed within his/her department or section. (Customers can be students, external constituents, employees, or university guests.)
• Mentors and guides department/section staff by sharing knowledge and best practices to appropriately respond to customer's requests.
• Monitors staff interactions with customers for professional conduct, consistent application of university policies and procedures, and follow up of outstanding requests.
• Assumes responsibility for addressing complex or unusual requests.

Operations Management

• Manages department or section operations consistent with department/section goals and objectives.
• Administers the department/section budget ensuring effective utilization of financial resources and appropriate disbursement of funds.
• Fosters a cooperative and productive work environment through motivation, encouragement, and mentorship of staff.
• Ensures department/section compliance with university and department policies, procedures, and work rules.
• Keeps management apprised of department/section activities and issues requiring senior management input.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Supervision

• Supervises the work of staff employees.
• Sets clear goals and expectations within reasonable timeframes.
• Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
• Provides mentorship and guidance by sharing expertise and best practices.
• Supports staff by providing essential resources, professional development opportunities, and open communication.
• Promptly addresses performance issues with appropriate measures and discretion.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.