Customer Service Director

3 weeks ago

Étreux, Hauts-de-France, United States Northeastern University Full time

Job Summary:
The Associate Director - Global First-Year Programs - Customer Service will play a key role in enhancing the ability of incoming first-year and second-year students to access continuous support and guidance. This position leads a team that provides quality customer service responses to a high volume of inquiries and outreach from prospective and current students, parents, and family members. Through excellent verbal and written communication, this role ensures that Northeastern University responds to students', parents', and family members' needs thoroughly, professionally, and proactively.

Key Responsibilities & Accountabilities:
• Lead, engage, and motivate employees.
• Actively support a positive team culture.
• Provide an effective process for performance management and development that provides measurable goals, clear expectations, and solid direction to each team member.
• Address unsatisfactory employee performance, including developing, delivering, and monitoring performance improvement plans.
• Responsible for systems to support customer service work.
• Create customer service goals, frameworks, philosophy, procedures, and training.
• Analyze data, collect feedback from teams, and work with key stakeholders across the University.
• Coach employees through changes that impact their day-to-day work.
• Assist employees in navigating business processes and resolving issues.
• Administer and ensure compliance with university policies.

Minimum Qualifications:
• Master's degree related to customer experience, student development, and higher education required.
• 3 years of experience in customer service, problem-solving, and resolving concerns, staff supervisory experience, and use of Service Now or other CS platform required.
• 4-6 years of experience in higher education, with a preferred focus on international higher education, administrative experience, and/or related educational experience required.
• 5 years of experience supporting students and parents, with a focus on international education and/or study abroad preferred.
• Strong computer skills, with proficiency in Microsoft Suite, Teams, Skype, Five9, Banner, and social media.
• Demonstrated sensitivity to the needs and concerns of a diverse student population.

Additional Information:
Northeastern University considers factors such as candidate work experience, education, and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit-eligible employees, including medical, vision, dental, paid time off, tuition assistance, wellness, life, retirement, commuting, and transportation benefits. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity .

To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Associate-Director---Global-First-Year-Programs---Customer-Service_R128734
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