Experienced Director of Customer Service Excellence - Hybrid Role at blithequark

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a proven track record of leading high-performing teams and driving business growth through customer-centric strategies? If so, we invite you to join blithequark as our Director of Customer Service Excellence in a hybrid role.

About blithequark

blithequark is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. Our mission is to develop leaders who advance technology and improve the human condition. We pride ourselves on our technological resources, collaborations, high-quality student body, and commitment to building an outstanding and diverse community of learning, discovery, and creation.

Our Values

At blithequark, we value academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. We strive to create a healthy work-life balance and recognize that attracting faculty may require meeting the needs of two careers.

Job Summary

As our Director of Customer Service Excellence, you will be responsible for designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) by providing assistance with administrative transactions, providing information to Institute callers (internal and external), and ensuring the successful and timely resolution of customer inquiries. You will also be responsible for implementing and managing the ASC KPIs, service level agreements, and operating level agreements with customers, in coordination with the senior directors of ASC functional areas.

Responsibilities

* Leads ASC Customer Service Strategy which includes managing campus partnership agreements

• Meet and otherwise communicate directly with customers to identify needs and opportunities
• Ensures all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence, user-friendly, cost-effective, timely, and expert support
• Leads and directs the daily operations of the ASC customer experience service desk
• Supports direct staff to ensure that work teams are appropriately focused on achieving targeted performance levels by leveraging performance reports, implementation of continuous improvement initiatives, and effective use of the ASC knowledge management system
• Leads and manages unit personnel including hiring, performance, budget, and other duties as assigned
• In partnership with senior leadership, plans and manages to organizational metrics and performance measures and goals; identifies and reports on scorecard results and trends; analyzes performance data and conducts sustained continuous improvement activities to achieve higher service levels throughout the center
• Promotes a learning organization to facilitate development of functional expertise, quality management, and customer service
• Performs other related duties as assigned

Required Qualifications

* Bachelor's Degree in Business Administration or related field or equivalent combination of education and experience

• Six to eight years of job-related experience
• Experience in customer support, customer service, call centers, or equivalent field
• Experience with using customer support management tools (e.g. ServiceNow)
• Specialized skills preferred: Experience in a shared services environment, progressively responsible experience in finance, procurement, human resources, IT, or research administration, experience working in an enterprise resource planning (ERP) system (e.g. Workday), experience working in a higher education environment

Preferred Qualifications

* Master's Degree in Business or Public Administration or related field

• Eight to ten years of customer service management experience
• Desire experience in supervising people leaders with supervisory responsibilities

Knowledge, Skills, & Abilities

* Specialized skills required for this job: Experience in customer support, customer service, call centers, or equivalent field. Experience with using customer support management tools (e.g. ServiceNow).

• Specialized skills preferred: Experience in a shared services environment. Progressively responsible experience in finance, procurement, human resources, IT, or research administration. Experience working in an enterprise resource planning (ERP) system (e.g. Workday). Experience working in a higher education environment.

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.

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services.

What We Offer

* Competitive salary range: $130,640 - $143,000

• Opportunity to work in a dynamic and innovative environment
• Collaborative and supportive team
• Professional development and growth opportunities
• Comprehensive benefits package
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our online portal.

Contact Information

For more information about this position, please contact [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity Statement

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services.

Background Check

This position requires a background check. Apply for this job