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Associate Director for Customer Service

Company: Massachusetts Institute of Technology
Location: Cambridge
Posted on: August 1, 2022

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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