Customer Experience Manager, Campus Services

Customer Experience Manager, Campus Services

Job ID: 297576
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.
Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Oversees the administration and operations of the assigned Talon One Service Centers for the dissemination of information regarding mobile credential, Parking and Transportation, Card Services, Housing and Residence Life, KCash, Vending, Door Access, Student Health Services, and Dining. Supervises and trains a team of student workers.

Responsibilities

KEY RESPONSIBILITIES:

1. Manages the service center(s) responding to customer service requests for Campus Services, including but not limited to mobile credential, parking and transportation, card services, housing and residence life, KCash, vending, door access, university dining, and student health services
2. Hires, trains, and supervises student employee support team
3. Prepares weekly student staff work schedules and ensures adequate coverage for the locations
4. Serves as the primary point of contact for escalated issues beyond the scope of student workers
5. Works with the data team to track and analyze long-term reporting of key metrics, issues regular reports, and informs administration of results and response
6. Monitors key performance indicators and ensures daily completion of tasks (i.e., productivity reporting) and advises team of findings and makes recommendations for process improvements
7. Ensures compliance with office and department policies and procedures
8. Conducts training on new systems for other departments as needed
9. Represents the service center at orientation and other assigned university functions at assigned locations

Required Qualifications

Educational Requirements
High school diploma or equivalent

Required Experience
Two (2) years of related work experience

Preferred Qualifications

Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education in a related field

Preferred Experience
Previous supervisory experience
Experience with Banner, BlackBoard, Platform28, ChangeGear or similar software platforms
Customer Service experience

Knowledge, Skills, & Abilities

ABILITIES
Able to work collaboratively with other staff, administrators, and faculty to meet the program or department's purpose and goals
Able to handle multiple tasks or projects at one time meeting assigned deadlines

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite, Platform28, ChangeGear, Banner or equivalents)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

Other Information

This is not a supervisory position.
This position has financial responsibilities.
This position will be required to drive.
This role is considered a position of trust.
This position requires a purchasing card (P-Card).
This position may travel 1% - 24% of the time

Background Check

• Credit Report
• Standard Enhanced
• MVR