Job Details

Customer Service and Professionalism PT Instructor, Professional Certificate Programs

Position Number: 6877791
Location: Kennesaw, GA
Position Type: Adult and Continuing Education Programs

Customer Service and Professionalism PT Instructor, Professional Certificate Programs

Job ID: 294254
Location: Kennesaw, Georgia
Full/Part Time: Part Time
Regular/Temporary: Regular

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Do you want to cultivate an inclusive environment that encourages free expression and civil discourse? 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

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.

Department Information

DEPARTMENT SPECIFIC TASKS AND RESPONSIBILITIES:
1. Provides instruction in basic customer service skills, best practices, and behaviors that will help students succeed in service industry jobs

2. Ensures student mastery of the following learning outcomes by providing continual feedback and various methods of assessment measurements

a. Learn how the brain works, good study habits, and personal learning responsibilities

b. Identify both good and poor examples of customer service behaviors

c. Learn to look at service from the customer's point of view

d. Learn the definition of customer service, learn key factors in good customer service, and explore how customer service affects the customer experience

e. Learn the definition of empathy and learn how it is used to improve customer service

f. Learn the characteristics needed to be good in the role, the duties required of a customer service rep, and how to handle tense situations

g. Learn the role of customer service in business

h. Learn about ideal personal characteristics and traits and the importance of an appropriate appearance, and then reflect on their own strengths and weaknesses

i. Learn about the importance of time management and how to apply a general problem solving method

j. Learn about leadership, teamwork, team roles and their own strengths and weaknesses in those roles

k. Practice successfully leading a team

l. Learn about workplace harassment, discrimination, and bullying

m. Learn about the importance of keeping workplace information confidential

Job Summary

Provides quality and technically relevant instruction in the assigned program. Follows departmental guidelines, policies, procedures and relevant regulations.

Responsibilities

KEY RESPONSIBILITIES:
1. Provides quality and technically relevant instruction of course curriculum
2. Teaches students learning strategies
3. Conducts teaching and instructional activities using educational equipment, manipulatives, props, and other learning aids
4. Provides continual feedback and various methods of assessment measurement by ensuring student mastery of the following learning outcomes as addressed in the program's addendum
5. Assesses and records grading for all homework assignments, quizzes, and tests
6. Completes paperwork associated with classroom and project management
7. Participates in marketing of courses to prospective students by providing technical information regarding course content during biannual Open House events
8. Assists with course and/or program evaluation and continuous improvement and resolve quiz disputes when necessary
9. Maintains acceptable program quality and satisfaction scores
10. Keeps Program Manager informed of any curriculum or student code of conduct issues
11. Records attendance in learning management system

Required Qualifications

Educational Requirements
Bachelor's Degree from an accredited institution of higher education

Required Experience
Five (5) years of experience in a customer-centric professional environment

Preferred Qualifications

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

Knowledge, Skills, & Abilities

ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines
Able to motivate students to actively participate in all aspects of the educational process
Able to review syllabus and learning outcomes the first night of class
Able to provide sufficient time for students to complete course evaluations
Do not release class early
Do not leave class unattended
Able to respond to student inquiries in a timely manner

KNOWLEDGE
Be familiar with all emergency procedures posted in the classroom

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)
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 not 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=294254&PostingSeq=1