Experienced Director of Customer Service Excellence – Hybrid Work Environment

At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a key member of our team, the Director of Customer Service Excellence will play a vital role in shaping our customer service strategy, leading daily operations, and driving continuous improvement initiatives. If you're a seasoned customer service professional with a passion for excellence, we want to hear from you.

About arenaflex

arenaflex is a forward-thinking organization dedicated to innovation and customer satisfaction. Our team is comprised of talented individuals who share a common goal: to provide exceptional service and support to our customers. With a strong focus on diversity, equity, and inclusion, we strive to create a workplace that values and celebrates individual perspectives.

Job Summary

In this critical role, you'll work closely with our Executive Director to design, implement, and oversee the customer relationship between campus customers and the Administrative Services Center (ASC). Your primary responsibilities will include:

• Providing assistance with administrative transactions and information to Institute callers (internal and external)
• Ensuring the successful and timely resolution of customer inquiries
• Implementing and managing the ASC KPIs, service level agreements, and operating level agreements with customers
• Coordinating with Georgia Tech Human Resources and the University of Georgia Shared Services Center to ensure human resources inquiries are addressed and resolved according to the processes jointly established by the University System of Georgia (USG) and Georgia Tech
• Supervising ASC assigned staff and interacting with ASC leadership and staff, partners across the Institute, and external contacts

Responsibilities

* Leads ASC Customer Service Strategy, including managing campus partnership agreements and ensuring all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence

• Leads and directs the daily operations of the ASC customer experience service desk, supporting direct staff to ensure that work teams are appropriately focused on achieving targeted performance levels
• Leads and manages unit personnel, including hiring, performance, budget, and other duties as assigned
• Plans and manages to organizational metrics and performance measures and goals, identifies and reports on scorecard results and trends, and analyzes performance data to conduct sustained continuous improvement activities
• 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), and 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

* Strong leadership and management skills, with the ability to motivate and develop a high-performing team

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
• Experience with customer relationship management (CRM) software and other customer service tools
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects

Compensation & Benefits

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

• Comprehensive benefits package, including medical, dental, and vision insurance, retirement plan, and paid time off
• Opportunities for professional growth and development, including training and education programs
• Collaborative and dynamic work environment with a team of dedicated professionals

How to Apply

If you're a motivated and results-driven individual with a passion for customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We can't wait to hear from you! Apply Now Apply for this job