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Form of workJob Description
Title: Customer Service Manager - Non-profit / Education Sector
Remote/Hybrid/Onsite: REMOTE
Position Type: Contract
Duration: 12+ months
Rate: $25.00 - $30.00/hr
ROLE OVERVIEW:
In the Assistant Director role, you will work closely with members of the Client teams and other operational business partners to ensure that all Customer Service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for Client online tools.
RESPONSIBILITIES:
Manage Outreach & Communication (70%)
Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
Manage cases for pre-administration and post-administration matters that meet service level agreements.
Manage customer relationships to ensure all cases are resolved in a timely manner
Manage outreach efforts for Test Center renewals and Test Center Intake
Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
Complete Special Projects (30%)
Provide case management updates on customer inquiries and trends both within Client and externally with customers
Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
Manage other self-assigned projects that arise through digital transformation and organizational method changes
QUALIFICATIONS:
Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the
team
Adept problem-solving skills, including using data to inform decisions and actions
Proven ability to build and manage customer relationships
Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
Experience leading and navigating complex customer issues and resolving those cases
Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
The ability to collaborate and provide guidance to teammates on complex cases
If you believe you're a suitable fit for this position, please apply directly with your most updated resume. Our organization values effective communication, although it's important to understand that we may not always be able to provide application updates to every candidate. If, following a review of your profile, we identify you as a potential match, a recruiter will contact you directly to discuss your candidacy.
Remote/Hybrid/Onsite: REMOTE
Position Type: Contract
Duration: 12+ months
Rate: $25.00 - $30.00/hr
ROLE OVERVIEW:
In the Assistant Director role, you will work closely with members of the Client teams and other operational business partners to ensure that all Customer Service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for Client online tools.
RESPONSIBILITIES:
Manage Outreach & Communication (70%)
Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
Manage cases for pre-administration and post-administration matters that meet service level agreements.
Manage customer relationships to ensure all cases are resolved in a timely manner
Manage outreach efforts for Test Center renewals and Test Center Intake
Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
Complete Special Projects (30%)
Provide case management updates on customer inquiries and trends both within Client and externally with customers
Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
Manage other self-assigned projects that arise through digital transformation and organizational method changes
QUALIFICATIONS:
Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the
team
Adept problem-solving skills, including using data to inform decisions and actions
Proven ability to build and manage customer relationships
Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
Experience leading and navigating complex customer issues and resolving those cases
Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
The ability to collaborate and provide guidance to teammates on complex cases
If you believe you're a suitable fit for this position, please apply directly with your most updated resume. Our organization values effective communication, although it's important to understand that we may not always be able to provide application updates to every candidate. If, following a review of your profile, we identify you as a potential match, a recruiter will contact you directly to discuss your candidacy.
