Roles and Responsibilities
Management
- Program management-oversee advisors/customer service representatives' daily performance
- Lead, guide, and direct department employees to meet or exceed operational goals, as well as monitor performance, provide coaching, counseling, and development
- Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
- Provide feedback regularly to all levels of employees to ensure a highly engaged workforce
- Maintain and execute new leadership onboarding initiatives to enhance the career path experience
- Compile necessary reports for departments when requested
- Collaborate with other managers to establish and build standard operating procedures
Operations
- Assist in developing short and long-term strategies, goals, and objectives for the Operations department
- Enforce proper billing policies and procedures utilizing company ERP
- Continuously identify improvements to current systems and procedures
- Maintain an orderly workflow according to priorities
Customer Service
- Set the tone for a customer-focused and thoughtful work environment
- Build excellent customer relationships
- Identify solutions to standard requests from customers
- Specialist knowledge of technical support or administrative policies and procedures
- Communicate with customers in an effective and tactful way, often in complex or difficult circumstances
- Take ownership of customer complaints and leverage support from different departments to bring resolution to issues
- Implement and monitor department ticketing system for student communication
Qualifications and Education Requirements
- Bachelor’s degree preferred
- Prior management experience, preferably in customer service
- Proficient computer skills in MS Office with Salesforce experience a plus
- Ability to manage multiple projects and tasks
- Ability to work independently and within a team
- Strong analytical, problem-solving, attention to detail, and critical thinking skills
- Excellent interpersonal, written/verbal communication, organizational, and time-management skills
Job Type: Full-time
Pay: $60,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: Remote
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