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Director, Customer Experience - Campus Services/Auxiliary Services

Position Number: 6307495
Location: Kennesaw, GA
Position Type: Conference and Events Administration

Director, Customer Experience - Campus Services/Auxiliary Services

Job ID: 282925
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Oversee two customer service operations within Campus Services, the Talon One Customer Service Centers and KSU Call Center. Ensures issues are resolved while balancing customer needs, operational needs, and department financial needs. Coordinates with leaders of each area to understand department service policies, goals, operations, and initiatives. Identifies and communicates areas of opportunity for process improvements based on customer feedback. Responsible for all customer support within both Kennesaw State Campuses

Responsibilities

KEY RESPONSIBILITIES:
1. Oversees assigned customer service office locations across university campuses and locations that respond to service issues in-person, by email and phone, and a call center team that responds to email and phone requests
2. Implements strategic initiatives to measure customer satisfaction and the overall impact of customer service operations
3. Responsible for budget management and processes within the department
4. Oversees the daily operations and performance of assigned staff
5. Manages assigned team(s) of customer service support staff and student assistants for variety of Business Services operational areas
6. Assesses staffing structure and makes necessary adjustments based on customer and operational needs
7. Responsible for developing and maintaining relationships with leadership of supported departments
8. Develops and provides training programs for staff on issue resolution and escalation procedures
9. Responsible for ensuring staff knowledge base on all products, policies, dates, and services to serve as a help guide for staff is maintained and updated
10. Coordinates with division marketing to create and facilitate customer feedback programs i.e., surveys, focus groups, secret shopper, etc.
11. Oversees and manages collection of customer issues through service ticket or similar software and the phone system software, including ensuring tasks and calls are
assigned to staff, promptly completed, and periodically reviewed for accuracy and proper support
12. Manages capture and reporting of service metrics to improve staff performance and provide feedback of division leaders on policies and programs
13. Leads and/or participates committees related to the division
14. Partners with other departments on Business Services related contracts as needed

Required Qualifications

Educational Requirements
Bachelor's degree from an accredited institution of higher education in a related field

Required Experience
Seven (7) years of work experience in customer service or related field to include managerial and/or supervisory experience.

Preferred Qualifications

Preferred Educational Qualifications
An advanced degree from an accredited institution of higher education in a related field

Preferred Experience
Experience supporting higher education
Experience with call centers or call routing
Experience with service ticket and/or phone system software

Knowledge, Skills, & Abilities

ABILITIES
Able to work in partnership with staff, faculty, administrators, students, and department directors
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Must be a self-starter and work independently with little supervision

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Skilled in relationship building
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu

Other Information

This is a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time

Background Check

Standard Enhanced
Education

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=43000&JobOpeningId=282925&PostingSeq=1