Introduction to arenaflex
arenaflex is a leading organization that prides itself on its commitment to excellence, diversity, and innovation. As a top-ranked institution, we strive to create an outstanding and diverse community of learning, discovery, and creation. Our mission is to develop leaders who advance technology and improve the human condition, and we are dedicated to serving the public good. With a strong focus on academic excellence, collaboration, and community, we are seeking a talented and experienced professional to join our team as the Director of Customer Service Excellence.
About the Role
The Director of Customer Service Excellence will play a critical role in designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) at arenaflex. This hybrid role will require a unique blend of leadership, customer service, and operational management skills to ensure the successful and timely resolution of customer inquiries. The ideal candidate will have a strong background in customer service management, experience in supervising people leaders, and a passion for delivering exceptional support to our customers.
Key Responsibilities
- Lead the development and implementation of the ASC customer service strategy, including managing campus partnership agreements and ensuring all aspects of the customer service experience are focused on providing best-in-class support.
- Direct the daily operations of the ASC customer experience service desk, supporting direct staff to achieve targeted performance levels and leveraging performance reports, continuous improvement initiatives, and the ASC knowledge management system.
- Lead and manage unit personnel, including hiring, performance management, budgeting, and other duties as assigned.
- Partner with senior leadership to plan and manage organizational metrics and performance measures, identifying and reporting on scorecard results and trends, and analyzing performance data to achieve higher service levels throughout the center.
- Promote a learning organization to facilitate the development of functional expertise, quality management, and customer service excellence.
- Perform other related duties as assigned.
Essential Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree in Business Administration or a related field, or an equivalent combination of education and experience.
- Six to eight years of job-related experience in customer service management or a related field.
- Experience in customer support, customer service, call centers, or an equivalent field, with specialized skills in using customer support management tools (e.g., ServiceNow).
- Strong leadership and management skills, with experience in supervising people leaders and managing high-performing teams.
Preferred Qualifications
While not required, the following qualifications are preferred:
- A Master's Degree in Business or Public Administration or a related field.
- Eight to ten years of customer service management experience, with progressively responsible experience in finance, procurement, human resources, IT, or research administration.
- Experience working in a shared services environment, with knowledge of enterprise resource planning (ERP) systems (e.g., Workday) and experience working in a higher education environment.
Skills and Competencies
The ideal candidate will possess:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, staff, and stakeholders.
- Strong problem-solving and analytical skills, with the ability to analyze performance data and identify areas for improvement.
- Experience with customer support management tools and technology, with the ability to leverage these tools to drive customer service excellence.
- A strong commitment to diversity, equity, and inclusion, with a passion for creating a welcoming and inclusive environment for all customers and staff.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our staff. As the Director of Customer Service Excellence, you will have access to a range of training and development opportunities, including:
- Leadership development programs, designed to help you build your skills and expertise as a leader.
- Customer service training, to help you stay up-to-date with the latest trends and best practices in customer service.
- Opportunities for networking and collaboration, with a range of stakeholders across the organization.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive organization, with a strong focus on community and collaboration. As a member of our team, you will be part of a vibrant and diverse community of professionals who are passionate about delivering exceptional support to our customers. Our work environment is characterized by:
- A strong commitment to diversity, equity, and inclusion, with a passion for creating a welcoming and inclusive environment for all staff and customers.
- A collaborative and supportive team culture, with a range of opportunities for networking and collaboration.
- A focus on innovation and continuous improvement, with a range of opportunities for professional development and growth.
Compensation, Perks, and Benefits
arenaflex offers a competitive salary range of $130,640 - $143,000, depending on experience. In addition to a competitive salary, we offer a range of perks and benefits, including:
- A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits.
- A range of paid time off options, including vacation, sick leave, and holidays.
- Opportunities for professional development and growth, including training and development programs, networking opportunities, and conference attendance.
Conclusion
If you are a motivated and experienced customer service professional, with a passion for delivering exceptional support and leading high-performing teams, we encourage you to apply for the Director of Customer Service Excellence role at arenaflex. This is a unique opportunity to join a dynamic and inclusive organization, with a strong focus on community and collaboration. With a competitive salary range, comprehensive benefits package, and opportunities for professional development and growth, this role offers a range of rewards and challenges for the right candidate. Apply today to join our team and help us deliver exceptional support to our customers!
Apply Now