Associate Director for Customer Service
Company: Massachusetts Institute of Technology
Location: Cambridge
Posted on: August 1, 2022
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Job Description:
Associate Director for Customer Service + Job Number: 21528 +
Functional Area: Administration + Department: Student Financial
Services + School Area: Chancellor's + Employment Type: Full-time
(Hybrid) + Employment Category: Exempt + Visa Sponsorship
Available: No + Schedule: Email a Friend Save Save Apply Now
Information on MITs COVID-19 vaccination requirement can be found
at the bottom of this posting. ASSOCIATE DIRECTOR FOR CUSTOMER
SERVICE, Student Financial Services (SFS), to oversee SFS Customer
Service, providing oversight and strategic direction to the
customer service team. Will be responsible for building a strong
integrated service approach that includes providing accurate and
timely responses to customer inquiries regarding student accounts,
financial aid, and registration information; managing the delivery
of critical information and service to a diverse client base
comprised of current and prospective undergraduate, graduate, and
professional students and their families; ensuring a consistent and
high level of customer service across all service points (in
person, phone, email, virtual/Zoom); leading customer service and
providing managerial oversight; articulating job expectations and
responsibilities; and providing day-to-day mentoring, training, and
support. Job Requirements REQUIRED: bachelors degree; at least
seven years relevant experience at a higher education institution,
preferably managing a customer service operation with a call
center; solid business knowledge of one or more of these
areas--student accounts, financial aid, student employment,
registration, enrollment and academic records; proven track record
of developing and executing operational goals and performance
metrics that drive productivity and ensure a high level of customer
service; facility using highly developed student information
systems; ability to maximize employee satisfaction, development,
and performance through goal setting and performance management
practices; ability to identify, analyze, and resolve a wide range
of technical, process, and operational issues providing timely and
decisive solutions; proven history of working effectively in a
collaborative role in a highly matrixed management environment; and
excellent communication and presentation skills. PREFERRED: an
advanced degree. Job #21528-9Salary range: $79,500-95,000This
position is hybrid, with a blend of remote and on-campus
work.7/6/22
Keywords: Massachusetts Institute of Technology, Cambridge , Associate Director for Customer Service, Executive , Cambridge, Massachusetts
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