Tennessee State University — Assistant Vice President of Customer Relations

Assistant Vice President of Customer Relations

Division: Default Division
Department: Academic Affairs
Number of hours per week: 37.5
Days to be worked: Monday, Tuesday, Wednesday, Thursday, Friday
Months per year: Fiscal (12 months)
Job Type: Full-Time
Campus: Main Campus
Advertised Salary: Commensurate with education & experience
Pay Basis: Monthly

Job Description
The Assistant Vice President for Customer Relations is an upper-tier leadership position, responsible for overseeing and managing the daily operations of customer service, including ensuring timely and accurate responses to all student-based inquiries, both internally and externally. Reporting to the Provost, this individual will work with other senior leadership to develop customer service standards, identify and set short-term and long-term customer service goals, improve customer relationships, identify potential concerns, and provide proactive resolutions.

The ideal candidate will have knowledge of areas affecting students at an institution of higher education such as student affairs, enrollment management, financial aid, admissions processes, academic courses, and campus life. This individual will conduct periodic assessments and reviews, and analyze customer service feedback to ensure adherence to that customer service standards and goals and to are being met that will improve the overall operational success of the university.

RESPONSIBILITIES

  • Develop a Customer Relations Program that drives customer success by providing information, answering questions, and ensuring that concerns and inquiries are addressed in a timely manner
  • Identify the departments or areas on campus that have frequent student interaction and develop specialized customer service goals
  • Measure the effectiveness of each division on campus by performing periodic assessments relating to predetermined customer relations goals
  • Implement a mechanism that will ensure that the campus is responding to customer telephone calls, and emails, and other messaging mechanisms in a timely manner
  • Ensure that the Customer Care team works in collaboration with all university departments and units, ensuring the consistent delivery of an enhanced customer experience across all departments, units and touchpoints on the campus.
  • Provide customer service training to all departments on campus.Employ proper technology that will enhance effectiveness and efficiency through support systems and customer service success management
  • Create and implement a strategy for best-in-class service delivery, leveraging existing and additional relevant technologies and resources for reporting and analytics across customer service channels
  • Work specifically with areas that will improve student retention through customer service expectations
  • Ensure that customer service is aligned with the expectations of the students, and assist in funneling the requests of students and parents from various preferred channels such as email, phone, Facebook, Twitter, etc. into a single interface in order to resolve issues faster.
  • Monitor units to ensure that quick and effective answers are provided to queries, and that adequate information is available and delivered every time a student or parent reaches out.
  • Monitor the various communication methods approved by the university, and ensure a two-way stream with internal and external customers.
  • Focus on increasing the first-time response to customers by engaging in real-time, contemporary customer engagement technology and platforms such (e.g. live chat), that allow the chats to be routed to the right departments or teams for the delivery of faster and more effective real-time support.
  • Encourage problem-solving, strategic thinking and customer-orientation throughout the university
  • Work with campus leadership to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Measure and track deliverables of ROI on identified campus modifications in services for customer experience, along with driving continuous process improvement.
  • Build a streamlined experience across the campus departments to capture relevant data for accrediting bodies
  • Identify problem areas within the university and coordinate the resolution and response.
  • Network with departments/units to develop best practices for improved customer service
  • Conduct customer service surveys to collect feedback from students and others to learn more about their experience with the university departments and personnel
  • Collect and analyze data to make recommended changes and coordinate workshops for continuous improvement
  • Prepare reports to each unit as required
  • Research matters brought to the attention of the university for expedient resolution, and recommend the appropriate resolution to problems identified
  • Establish a Customer Service hotline to allow students, parents, and other constituents to request assistance, provide feedback or other information
  • Establish a Student Customer Service Advisory Committee to assist the Office of Customer Relations
  • Establish key networks and relationships with external constituents, including state agencies and other state officials, who forward inquiries to the University

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS:

  • Extensive knowledge of the college or university environment
  • Knowledge of customer service software like CRM platforms as well as knowledge and use of social media platforms as customer service tool
  • Knowledge of policies and processes at an academic institution
  • Exemplary customer service interpersonal/human relations skills
  • Leadership skills that will inspire staff
  • Excellent verbal and written communication skills
  • Management and supervisory skills
  • Ability to organize time, projects, and details
  • Ability to relate effectively with institutional personnel and the public
  • Strong ability to think and act proactively and reactively in addressing problems and developing solutions

MINIMUM QUALIFICATIONS: Master’s degree required, supplemented with five (5) years of related experience in Customer Service, marketing, administrative management experience in a service providing industry.

Must be available to work evenings and weekends, attend conference programs and work in an extremely confidential manner and environment.

Proficiency in Microsoft Office, Access, Word and Excel. Experience with BANNER, customer service platforms, technology software, and scheduling software preferred
Possess knowledge of customer service, organization skills, meeting planning, experience with
Extensive experience in customer service environment such as a call center
Demonstrated ability to establish departmental goals
Data analytical skills in managing metrics

Special Instructions to Applicants	
Employment is contingent upon successfully completing a criminal background check as mandated by Tennessee State University.

Official transcripts for positions which require a post-secondary undergraduate degree, advanced degree and/or certification must be presented upon hire.

An unofficial transcript may be attached in the “Transcript” section.

You will be required to provide names and contact information for three references.

Open Date: 12/02/2022
Close Date: 01/02/2023
Job Category: Executive

Benefits
Tennessee State University offers eligible employees a competitive benefits package that includes annual leave (vacation), sick leave, medical, dental, vision, life insurance, retirement, tuition assistance, flexible benefits plans and more.

To apply, please visit: https://jobs.tnstate.edu/postings/5876

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