CUSTOMER SERVICE SUPERVISOR

Customer Service Supervisor

Arizona State University

EC Operations

Campus: Tempe

102835BR

Job Description

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Supervisor. This position will oversee a team of Staff and Student Workers, provide one-on-one coaching, aid in supervision of the day-to-day operations, quality reviews and other tasks.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

●   ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.

●   Low-cost health, dental, vision, and life insurance benefits are available on day one.

●   Retirement program designed to promote long-term savings and provide income upon retirement.

●   Paid time for volunteer and professional development.

●   Wellness program for preventative health education and screenings. 

●   Disability and leave program for income protection. 

●   Employee assistance for free and confidential behavioral health services.

Flexible work options may be available after successfully completing the initial 90- day training period.

●   Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.

●   Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Days and Schedules: 

We are currently hiring for the following shifts:

●   Sunday- Thursday 10:00 AM- 7:00 PM

*Shift schedule will be determined at the time of hire and will be based on availability.

Salary Range

$52,125 per year

Close Date

31-July-2024

Essential Duties

• Provides supervision and direction to other professionals in Finances, and other supported services by keeping them informed of changes in policy and/or procedure.
• Reviews and recommends changes and/or implementation of departmental policies and procedures to increase efficiency of operations and to meet changing regulations and requirements.
• Participates in the planning, goal setting, and evaluation of assigned Experience Center specialists.
• Monitors production of phone, email, and chat to ensure timely resolutions.
• Provides training, constructive feedback, and recognition when appropriate.
• Serves as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
• Coordinates with the ET Training department to conduct short refresher training(s) and new information dissemination.
• Acts as an internal escalation point for all services supported by the Experience Center.
• Maintains a close and collaborative working environment, sharing information regularly with other Experience Center leadership staff.
• Works to coordinate after-hours support needs and, in the event of after-hours support issues, this position is expected to act as the initial point of communication out to others on the Experience Center leadership team as appropriate and established with procedures.
• Assists Experience Center leadership in, but not limited to, recruiting, interviewing, and facilitating new hire onboarding.
• Remains proficient in appropriate skill sets to support current and ever-changing technologies, policies, and procedures. 
• Performs other related duties as assigned.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ET/ASU events and programs. 
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. 

Minimum Qualifications

Bachelor’s degree in related field and four (4) years of experience in a high volume customer service area, which includes one year of supervisory experience; OR, any equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Knowledge of basic computer programs including Microsoft Office Suite.
• Experience working in a tier-1 customer service environment with direct interactions with a diverse customer base. 
• Experience in managing, supervising, and evaluating assigned staff in a call center.
• Knowledge of administration and management of financial aid programs.
• Knowledge of financial aid regulations, policies, and procedures to resolve issues, identify trends, and recommend alternative solutions to resolve issues.
• Experience with using technology, policies, and procedures to resolve issues and identify trends.
• Evidence of effective verbal and written communication skills.
• Experience in quickly adjusting priorities and managing time in a fast-paced environment.
• Experience in maintaining a fair, consistent set of standards as they apply to the workforce.
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs.

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending and reaching.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation.

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions. 

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

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 PD 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.

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