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Customer Service Team Leader

2 months ago

Tempe, Arizona, United States Arizona State University Full time
Position Overview

This opportunity is exclusively available to current employees of the Arizona Board of Regents.

The Enterprise Technology (ET) Experience Center is in search of a Customer Service Supervisor. This role entails managing a team of staff and student workers, providing individualized coaching, and assisting in the oversight of daily operations, quality assessments, and various responsibilities.

Benefits of the Role:

Arizona State University provides a robust benefits package designed to enhance the overall compensation for its employees. This package includes:
  • Tuition reduction program for staff, their spouses, and dependents, effective from day one.
  • Affordable health, dental, vision, and life insurance options available from the start.
  • A retirement plan aimed at fostering long-term savings and providing income during retirement.
  • Paid time allocated for volunteer work and professional development.
  • A wellness program focusing on preventive health education and screenings.
  • Disability and leave benefits for income protection.
  • Employee assistance program offering free and confidential behavioral health services.
Flexible work arrangements may be possible after the successful completion of the initial training period.
  • Alternative work schedules may include four 10-hour days per week; a nine-day, 80-hour schedule over two weeks for exempt employees; and staggered start and end times.
  • Hybrid work arrangements require employees to spend at least 60% of their regular workweek at their primary work location.
Work Schedule:
We are currently hiring for the following shifts:
  • Sunday-Thursday, 10:00 AM - 7:00 PM
*Shift schedules will be determined at the time of hiring based on availability.

Work Environment

Work activities are conducted in a controlled office environment, which may involve extended periods of sitting, standing, and walking. Frequent physical demands may include bending, stooping, and reaching.

Background Check Requirement

ASU conducts pre-employment screenings for all positions, including criminal background checks, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successfully passing the background check.

Minimum Qualifications

A bachelor's degree in a related field and four years of experience in a high-volume customer service environment, including one year of supervisory experience; or any equivalent combination of education and experience that provides comparable knowledge, skills, and abilities.

Department Overview

The Enterprise Technology (ET) department is committed to advancing the vision and work of the New American University. We are a values-driven organization, and our commitments are reflected in our pursuit of operational excellence and community engagement. Applicants must be eligible to work in the United States.

Why Consider This Position?

Mission-Driven. Our work is focused on advancing ASU's charter by measuring inclusivity and success.

Flexible Work Environment. Our hybrid model emphasizes personal autonomy and trust in how work is accomplished.

Cultural Commitment. We foster a Positive Core culture that emphasizes belonging, authenticity, and empowerment.

Impactful Work. With a large community of learners and staff, your contributions can significantly improve lives and communities.

Professional Development Opportunities. Our department encourages staff to pursue additional certifications and degrees through ASU's highly ranked programs with substantial tuition discounts.

Collaboration with Industry Leaders. ET partners with various technology companies to enhance our innovations and broaden their impact.

Desired Qualifications
  • Proficiency in basic computer applications, including Microsoft Office Suite.
  • Experience in a tier-1 customer service setting with direct engagement with a diverse clientele.
  • Experience in managing and evaluating staff within a call center environment.
  • Knowledge of financial aid program administration and regulations.
  • Ability to utilize technology and policies to resolve issues and identify trends.
  • Strong verbal and written communication skills.
  • Experience in prioritizing tasks and managing time effectively in a fast-paced setting.
  • Ability to maintain fair and consistent standards within the workforce.
  • Capability to lead by example in promoting sustainability initiatives.
ASU Commitment

Arizona State University represents a new model for American higher education, combining academic excellence with broad access. ASU serves over 100,000 students in the Phoenix metropolitan area and champions diversity, welcoming students from across the nation and around the world.

Essential Responsibilities
  • Supervise and guide professionals in finance and related services, keeping them informed of policy changes.
  • Review and recommend updates to departmental policies to enhance operational efficiency.
  • Participate in planning, goal setting, and evaluation of assigned specialists.
  • Monitor communication channels to ensure timely resolutions.
  • Provide training and constructive feedback to staff.
  • Act as a liaison between university departments during operational hours.
  • Coordinate with the training department for ongoing staff development.
  • Serve as an escalation point for service-related issues.
  • Foster a collaborative working environment by sharing information with leadership staff.
  • Assist in recruiting and onboarding new staff members.
  • Maintain proficiency in relevant skills to support evolving technologies and policies.
  • Perform additional duties as assigned.
  • Commit to fostering a culture of engagement and collaboration across teams.
  • Demonstrate a commitment to diversity and inclusion in the workplace.
Fingerprint Check Requirement

This position is classified as safety/security sensitive and will require a fingerprint check. Employment is contingent upon successfully passing this check.

Application Instructions

This opportunity is exclusively available to current employees of the Arizona Board of Regents.

All applications must be submitted electronically.