❮ RETURN TO CAREERS PAGE
Information Technology Customer Service Manager
Jump down to applyJob Title: Customer Service Manager
Wage/Hour Status: Exempt $70-80,000.00
Reports to: Vice President of Information Services
Dept./School: Information Services/Corporate
Position Summary:
The Customer Service Manager seeks to develop a positive customer (end-user) technology experience by developing and maintaining a team that takes ownership of customer challenges, thinks in an innovative manner, and provides timely, effective solutions. The Customer Service Manager oversees the technology training and the service desk teams. The person in this position proactively seeks to maintain a strong understanding of the technology customers’ needs and goals to best assist with providing solutions (existing or new) to fulfill those needs. Additionally, the Customer Service Manager fosters relationships among in-house customers, as well as other team members to promote the continuous improvement of the customer experience. The Customer Service Manager must align the responsibilities and deliverables of this position with the strategic initiatives and mission of the Information Services Department and the organization.
Education/Certification
● High School Diploma/GED required.
● Bachelor’s degree required.
Experience
-
5+ Years in customer support roles. Service (help) Desk or Training.
-
4+ Years of experience delivering end-user customer experience and training.
-
2+ Years management experience.
-
Previous experience with Google Workspace applications preferred.
-
Presentation experience and skills preferred.
● JIRA Service Desk or related web-based help desk application preferred.
Required Knowledge, Skills, and Abilities
-
Effective managerial skills and ability to develop a cooperative team environment in which all members contribute to innovative solutions.
-
Creative thinking to deliver innovative solutions.
-
Excellent verbal and written communication skills.
-
Excellent problem-solving skills.
-
Strong personal and relationship-building skills.
-
Exceptional time management and organizational skills.
-
General knowledge of computer systems (hardware/software/networking/Internet).
-
Ability to learn, understand, and support multiple software systems on multiple device types and operating systems.
-
Ability to maintain effective working relationships with a consistently positive attitude.
-
Ability to train end-users.
-
Ability to lead and motivate team members.
-
Maintain a professional appearance and neat work area.
-
Ability to travel (as required).
Responsibilities and Duties:
-
Manages customer service projects, coordinating the necessary steps to take a project from inception to completion.
-
Coordinate the efforts of the customer service and training teams to accomplish department goals.
-
Maintains quality service by establishing, communicating, and enforcing organization standards.
-
Customer service oriented and maintain a professional approach regarding all district matters.
-
Establish and maintain a high level of customer trust and confidence in the team’s knowledge of and concern for educational and business needs.
-
Establish processes to respond to and resolve all customer inquiries and/or concerns in a positive manner, assisting in de-escalating customer issues, and delivering above and beyond customer resolution.
-
Develop training options and improvement plans to ensure exemplary operations in support services.
-
Develop and implement a Mastery Learning training program.
-
Coordinate efforts in encouraging the development of consistent standards to facilitate better sharing of data at all levels of the leadership structure.
-
Be adaptable and flexible in acceptance of changes in techniques and procedures.
-
Attain and keep current, relevant with technology through education and certifications.
-
Maintains professional and technical knowledge by attending educational workshops and conferences.
-
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
-
Evaluate job performance of employees to ensure effectiveness and productivity