Advertised Summary Job Description: Reporting to the Sr. Director, Client Relations & Service Fulfillment; the Manager, Customer Support Services is responsible for the performance and efficient operation of the CUIT Customer Support Services Team which delivers customer advocacy to CUIT's internal and external faculty, staff and students. The Manager ensures continuous improvement and exceptional service delivery by maintaining a high-performance team, maximizing process efficiencies, ensuring optimal configuration of enabling technologies, and maintaining close relationships with the business leaders of Columbia University. The Manager is responsible for service delivery that meets or exceeds established service levels. Additionally, the Manager is responsible for managing and delivering support to the University's VIP customers including the University President. VIP customers expect white glove service and the Manager must be versed in providing that special handling and managing delivery of such services. The Manager will be responsible for ensuring all VIP interactions are a success and represent CUIT accurately as a world class service delivery department. -Oversees the effective implementation and execution of the CUIT Service Level Agreements (SLA's), Knowledge Management System, Customer Satisfactions Surveys, Service Support Transition and Quality Development program within CUIT. -Manages Customer Support Services and VIP staff. -Develops distinctive strategies to achieve and sustain competitive advantage in the Higher Ed field. -Translates broad strategies into clear objectives and practical action plans, providing clear guidelines for meeting CUIT goals as it relates to function. -Collaborates with the Senior Director and the management teams within CUIT to assure standardization, communication, collaboration, and consistency of service. -Leads the administration and enhancement of the Quality Monitoring Program to meet the needs of CUIT its customers, and its employees. -Enhances the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process. -Leads the development of a Quality Monitoring Definitions document and assures regular and consistent calibrations. -Spearheads analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Service Desk representatives; recommends appropriate learning and job support solutions. -Monitors projects and outstanding issues to prepare for, react to or educate the CSS group to communicate organizational issues timely and support major company initiatives. -Performs statistical analysis of knowledge management data to identify trends and opportunities for process re-engineering and modifies IT service desk processes to improve service and quality. -Maintains relationship with VIPs coordinating CUIT planned changes and maintenance. -Supports Board of Trustees during their quarterly and unscheduled meetings. -Through collaboration with other CUIT groups, ensures that VIPs issues are resolved and that they receive the right amount and level of communication while receiving assistance. -All other duties as assigned.
General Minimum Qualifications: -Bachelor's degree or equivalent required. Advanced degree desirable. -Minimum 5-7 years' related experience.
Additional Specific Minimum Qualifications: -Demonstrated experience managing IT customer support teams with advanced customer service skills. -Familiarity with Knowledge Management, Contact Quality Development and Survey Design methodologies. -Must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff. -Excellent written and verbal communication skills. -Demonstrated ability to work in a fast-paced, deadline driven environment. -Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise. -Ability to work with changing priorities and with multiple projects. -Ability to be precise and attentive to detail is essential. -Ability to work with minimal supervision. -Ability to work weekend and off-hour work on occasion. -Ability to work in high stress situations.
Preferred Qualifications: -ITIL v3 Foundations Certified. -Help Desk Institute Certified Instructor. -Experience with Interactive Intelligence. -Experience with Service-Now.
As a member of the National Collegiate Athletic Association (NCAA) and the Council of Ivy Group Presidents (Ivy League), it is imperative that members of the Columbia University community, in all matters related to the intercollegiate athletics program, exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA, Conference, University, and Department of Intercollegiate Athletics and Physical Education rules and regulations.
Columbia University is an Equal Opportunity/Affirmative Action employer.
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It... seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.