Experienced Director of Customer Service Excellence – Hybrid Work Environment

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' 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 our customer experience service desk, 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 leading organization that prides itself on its commitment to innovation, diversity, and community. We're dedicated to creating a workplace culture that values collaboration, creativity, and continuous learning. Our team is passionate about delivering exceptional customer experiences that make a real difference in people's lives.

Job Summary

In this exciting role, you'll have the opportunity to lead our customer service strategy, manage our customer experience service desk, and drive continuous improvement initiatives. You'll work closely with our Executive Director to design, implement, and oversee the customer relationship between campus customers and our Administrative Services Center (ASC). Your expertise will be essential in ensuring the successful and timely resolution of customer inquiries, implementing and managing ASC KPIs, service level agreements, and operating level agreements with customers.

Responsibilities

As the Director of Customer Service Excellence, you'll be responsible for:

• Leading ASC Customer Service Strategy: Manage campus partnership agreements, meet with customers to identify needs and opportunities, and ensure all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence.
• Leading and Directing Daily Operations: Lead the daily operations of the ASC customer experience service desk, support direct staff to ensure work teams are focused on achieving targeted performance levels, and leverage performance reports, continuous improvement initiatives, and the ASC knowledge management system.
• Leading and Managing Unit Personnel: Hire, perform, and manage unit personnel, including budget and other duties as assigned.
• Planning and Managing Organizational Metrics: Plan and manage organizational metrics and performance measures, identify and report on scorecard results and trends, analyze performance data, and conduct sustained continuous improvement activities to achieve higher service levels throughout the center.
• Promoting a Learning Organization: Facilitate the development of functional expertise, quality management, and customer service within the organization.
• Performing Other Related Duties: Perform other related duties as assigned.

Required Qualifications

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

• Required Experience: Six to eight years of job-related experience.
• Preferred Qualifications: Master's Degree in Business or Public Administration or related field, eight to ten years of customer service management experience, and experience in supervising people leaders with supervisory responsibilities.

Knowledge, Skills, & Abilities

* Specialized Skills: Experience in customer support, customer service, call centers, or equivalent field, and 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.

Work Environment and Culture

As a member of our team, you'll enjoy a dynamic and inclusive work environment that values collaboration, creativity, and continuous learning. We offer a range of benefits, including:

• Competitive Salary: A salary range of $130,640 - $143,000.
• Flexible Work Arrangements: A hybrid work environment that offers flexibility and work-life balance.
• Opportunities for Growth and Development: A commitment to continuous learning and professional development.
• Diverse and Inclusive Culture: A culture that values diversity, equity, and inclusion.

How to Apply

If you're a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and discuss how you can become a vital part of our success story!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and is committed to maintaining a fair and respectful environment for all. We prohibit discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Apply for this job