If you love to help students and families, believe in the power of positive service touchpoints, enjoy improving processes and working with a team, this could be a great position for you!
As a customer service manager on the marketing team, you will be responsible for leading our inbound phone, email and reception team and helping us improve the intentionality of our customer experiences. Your work will be very important in helping us serve future MSU students!
You will be a member of the dynamic and welcoming marketing team in the Office of Admissions, supervising a team of full-time staff and student employees within the customer service team. It is our priority to create a work environment that’s inclusive as well as diverse, where each person feels valued and can grow with support.
Duties and responsibilities:
Team Management/Leadership – 30%
Hiring, training and supervision of full-time staff and student employees on admissions processes/policies, current customer service software (Avaya, Slate), and good customer service practices
Update and notify customer service team of changes/updates in the office in a consistent and efficient manner
Schedule and host team meetings, team building activities, and individual meetings with direct reports
Meet regularly with director of marketing and escalate hot topics
Customer Service Growth – 40%
Regularly evaluate our regular touchpoints with customers across the admissions journey (events, phone calls, etc.) and make recommendations to surprise and delight guests
Campus partnerships – 20%
Collaborate with other customer service leads across campus on best practices, updates, and new initiatives
Bridging communications with admissions counselors and campus recruitment partners to train them on university branding and elevator speeches for areas of study
Availability to support VIP guests during their campus visits and coordinating with assigned counselor and additional campus units
Reporting and data – 10%
Maintain a history of call volume, email volume and walk-in traffic
Provide regular reports with data findings, metrics, Key Performance Indicators, trends, and other business data points to leadership
Ensure team is accurately inputting relevant information into our CRM
Unit Specific Education/Experience/Skills
Knowledge normally acquired in the first two or three years in college, technical, or vocational school in a field related to the area of responsibility; three to five years of related and progressively more responsible or expansive work experience in supervising operational activities related to the area of employment; OR knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in a field related to the area of responsibility; one to three years of related and progressively more responsible or expansive work experience in supervising operational activities related to the area of employment; or an equivalent combination of education and experience.
Experienced in customer service and team management (job-related and/or education)
Strong writing and editing skills
Experience in call center and CRM (Slate) software, with a willingness to learn new systems, software and tools
Strong skills in organizing, planning and problem solving
Experience planning and prioritizing many projects at once and completing them on time
Pay close attention to detail
Work well with diverse groups of people
Ability to use standard office equipment (accommodations are available for qualified individuals with disabilities)
Committed to high-quality customer service and teamwork
Equal Employment Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.
Required Application Materials
Cover Letter and Resume
The university is requiring all MSU students, faculty and staff to be vaccinated against COVID-19 with limited exceptions. Learn more at: https://msu.edu/together-we-will/
Remote Work Statement
MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.