Coordinator Senior – Customer Care
Arizona State University
Residential Life
Campus: Tempe
78008BR
Job Description
The Coordinator Senior of Customer Care is a vital front-line point of contact with our customers, setting the tone for how Arizona State University and University Housing are experienced by our students, families, and other guests. We seek a dynamic individual who has a passion for student success, a keen willingness to assist students, the desire to advance our strategic priorities, and a commitment to partnering with academic colleges, University constituents, and Education Outreach and Student Services leadership in order to implement our dynamic Residential College program.
Salary Range
$43,863 per year
Close Date
22-April-2022
Essential Duties
The Coordinator Senior of Customer Care role is a fast-paced, deadline-driven position which requires attention to detail, ability to multi-task, promotes a positive service environment, continuously evaluates and identifies opportunities to drive process improvements and positively impact the customer experience and aligns with our goals and objectives. The position reports to the Assistant Director of Administrative Services.
Duties and responsibilities include, but are not limited to:
· Supervise, hire and train student customer service agents and/or professional staff
· Plan events such as move-in, tour programs and other affinity/relationship building programs
· Effectively manage a high volume of inbound calls, emails and walk-in traffic
· Assist with resolving high level customer concerns and complaints and research issues to resolve client inquiries
· Analyze call center and email performance to ensure workforce alignment with goals and objectives; hold staff accountable for efficient and thorough responsiveness
· Monitor and coach to standards, metrics, performance criteria, policies, and procedures in order to continuously improve call center productivity, performance, and student satisfaction
· Work closely with the Information Technology, Occupancy Management, Operations, Residential Life and Sun Devil Dining teams to resolve customer concerns
· Work closely with Admissions, New Student Programs, Athletics and staff of the academic colleges to support campus visit programs
· Review billing and credits on student accounts to address appeals and to assist customers in understanding bills • Participate in special projects and other duties as assigned
· Serve as a representative of the department at presentations, orientations and other recruitment and outreach events
· Assist with the design, development and coordination of signature University Housing events (such as hall opening, housing renewal, etc.)
Minimum Qualifications
Bachelor’s degree in a field appropriate to the area of assignment AND five (5) years of related experience; OR, Any equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.
Desired Qualifications
· Evidence of a Master’s degree and two years of related experience in a higher education environment
· Experience supervising a team of part-time staff members
· Experience with: providing information and explanations of services, policies, rules, and regulations; developing and executing large scale operational tasks; working with committees; managing multiple projects
· Experience in handling customer complaints and needs with thoughtfulness, diplomacy, patience, and professionalism with a high level of creative thinking and problem-solving skills
· Evidence of effective written, interpersonal, and oral communication skills
· Ability to meet tight timelines while providing accurate information and quality customer service
· Experience with residential management system software such as StarRez, Canvas and PeopleSoft software packages
· Experience with Microsoft Office applications (e.g. Word, Excel and Outlook)
· Experience in analyzing data and using this information to drive future decisions in a way that improves customer service
· Ability to be an innovative event planner with experience in dynamic fast paced environment
Working Environment
· Professionally represent the University Housing department
· Sit or stand for duration of your shift
· Work collaboratively across various departments within the University and with diverse populations and groups
· Use computers effectively – including inputting, reviewing and retrieving information, extended periods of viewing a computer screen, using mouse and keyboard, and sitting
· Use critical thinking to make decisions and/or analyze data
· Supervise students and/or staff
· Communicate effectively both orally and in writing to perform essential duties
· Travel throughout campus for meetings or events, regardless of the weather
· Position may work nights and weekends and travel to support duties and operational functions on all campuses
Department Statement
University Housing strives to be a global leader in university student housing – building dynamic, innovative, and inclusive Residential Colleges that foster academic and personal success, empower students to create social value and lasting impacts, facilitate connection to the broader community, and support individual student persistence. ASU University Housing houses 18,000 students at four campus locations in Maricopa County. In support of the University’s philosophy of access, excellence, and impact, University Housing promotes academic success and student learning, supports the development of community among our residents, provides student-centered processes and services, and develops and maintains quality accommodations
ASU Statement
Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.
Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.
ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.
Background Check Statement
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.
Fingerprint Check Statement
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.
Instructions to Apply
Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.
IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.
To apply please see Req Id# 78008BR
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