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Customer Service Director

Company: Xavier University of Louisiana
Location: New Orleans
Posted on: September 13, 2020

Job Description:

Please see Special Instructions for more details. Attach online only your CV/resume, cover letter and contact information for three references.

Position Title Customer Service Director

FLSA Exempt

Department Office Of The President

Job Summary

Xavier University of Louisiana seeks an experienced Customer Service Director to serve as the institutions’ to lead a unified effort to best respond to the needs of enrolling/enrolled students, their families and other clients of the university. The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for stakeholders of the university in either a B2B or B2C environment.

The role entails significant responsibility and accountability for operational effectiveness and delivery and will work with various divisions of the university to develop protocols, provide accurate up to the date information, and resolve concerns.

The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.) This position will report to the Vice President of Administration/Chief of Staff and have significant performance accountability directly to the Office of the President.

Minimum Qualifications

Bachelor’s degree and five years of related experience; or a combination of education and related experience.

Preferred Qualifications

Special Requirements Summary

Proficiency in Lean, Six Sigma, and/or Change management

Experience in customer journey mapping/process management

Work Hours

Full time

KSA's

Knowledge, Education, Experience, and Proficiencies

Bachelor’s degree and five years of related experience; or a combination of education and related experience. Master’s preferred.

Essential Duties and Responsibilities

Essential Duties and Responsibilities Description

• Drive better retention and recruitment through quality service

• Strategically lead and develop a team to enhance performance by setting clear accountable performance measures

• Create a culture and processes which achieve goals and objectives of the university with respect to customer service;

• Improve CSAT (Customer Satisfaction), or other Customer Metrics defined by the institution

• Reduction of the cost to serve

• Empower and engage the Customer Service Team

• Establish robust ability to achieve First Call/Contact Resolution

• Identify new tools and technologies to better serve the customer

• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to Senior Stakeholder and Cabinet Peers.

• Act as the Voice of the Customer across the organization.

• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities for customer facing staff.

• Compliance with all applicable policy, including FERPA and identification of any pertinent compliance risks.

• Work effectively with all peers, stakeholders, internal business divisions to negotiate and influence customer improvements

• Continually develop improvements and embed successful change projects.

• Drive quality and consistency

Required Experience:

• Extensive experiencing of managing customer service teams, specifically in the higher ed or related sectors.

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

• Proven Management and/or relationship management experience at a senior, strategic level role.

• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment

• Able to interpret Management Intelligence/Business Intelligence and develop strategy and make recommendations.

• Demonstrate ability to motivate and communicate with others at all levels

• Influential relationships skills able to use these relationships to deliver service improvements and influence institutional growth as a customer centric campus

• Excellent communication and negotiation skills.

• Able to adapt and succeed in a changing environment

• Evidence of well-developed leadership skills.

Posting Number S054P

Number of Vacancies 1

Desired Start Date 08/01/2020

Position End Date (if temporary)

Posting Date 05/18/2020

Application Review Date

Closing Date

Open Until Filled Yes

Special Instructions to Applicants

Attach online only your CV/resume, cover letter and contact information for three references.

Founded in 1925 by Saint Katharine Drexel and the Sisters of the Blessed Sacrament, Xavier is Catholic and historically Black. Located in New Orleans, the ultimate purpose of the University is to contribute to the promotion of a more just and humane society by preparing its students to assume roles of leadership and service in a global society. This preparation takes place in a diverse learning and teaching environment that incorporates all relevant educational means, including research and community service.

Supplemental Questions Required fields are indicated with an asterisk (*).

Documents Needed To Apply Required Documents Resume

Cover Letter

Letter of Recommendation

Optional Documents Curriculum Vitae

Portfolio

If you have technical questions, about this website, support is available Monday through Friday (excluding major holidays) from 9:00 a.m. - 4:00 p.m. central time.

Keywords: Xavier University of Louisiana, New Orleans , Customer Service Director, Other , New Orleans, Louisiana

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