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Assistant Director, Customer Service

Posted: September 27, 2022
Description
Skills
Education
Company Description

Lesley University seeks an Assistant Director of Customer Service to supervise the Support Hub team. The team provides academic, financial, and payment information regarding students as well as providing general information about the University and general university policy and procedure for the areas of Financial Aid, Registrar's Office, and Student Accounts. While managing points of communication for the university's multi-channel contact center, the Assistant Director works to centralize customer service by bridging institutional resources through collaboration, unified communication, and standardized support process.

The Support Hub team members assist virtually over the phone, via email, and face to face through walk up areas. This is an opportunity to manage a multi-situational environment, assist in the strategic planning, and execution of all contact center operations.

• Excellent verbal and written communication skills with a good command of the English language
• Strong interpersonal skills as well as experience providing excellent customer service
• The ability to speak clearly and concisely over the phone
• Excellent data entry skills
• Experience with Microsoft Windows and or Apple MacOS
• Strong proficiency with Microsoft Office

A Bachelor’s degree or 3 – 4 years of professional experience

Located in the heart of Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in the human arts of education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 6,400 students and 90,000 alumni are empowered to improve and enrich communities.

We offer a competitive benefits package that includes health, dental, life, and long-term disability insurance. In addition, we offer significant paid time off, a generous retirement plan, and tuition programs that enable employees and their dependents to expand their knowledge and skills.

Lesley is committed to the ongoing pursuit of strategic diversity initiatives that help to position diversity, equity, and inclusion as fundamental to institutional and academic excellence at Lesley. In doing so, Lesley strives for a campus culture and community that fosters a true sense of belonging for all, provides opportunity for everyone to participate equally and fully in the Lesley experience, and helps to develop each individual's capacity to confidently and competently engage within and across difference. Given an evolving national context and the rapid change in the demographic profile of our country, the University has made a significant commitment to addressing and enhancing its campus climate and diversity capabilities as an institution.

Description

Lesley University seeks an Assistant Director of Customer Service to supervise the Support Hub team. The team provides academic, financial, and payment information regarding students as well as providing general information about the University and general university policy and procedure for the areas of Financial Aid, Registrar's Office, and Student Accounts. While managing points of communication for the university's multi-channel contact center, the Assistant Director works to centralize customer service by bridging institutional resources through collaboration, unified communication, and standardized support process.

The Support Hub team members assist virtually over the phone, via email, and face to face through walk up areas. This is an opportunity to manage a multi-situational environment, assist in the strategic planning, and execution of all contact center operations.

Skills

• Excellent verbal and written communication skills with a good command of the English language
• Strong interpersonal skills as well as experience providing excellent customer service
• The ability to speak clearly and concisely over the phone
• Excellent data entry skills
• Experience with Microsoft Windows and or Apple MacOS
• Strong proficiency with Microsoft Office

Education

A Bachelor’s degree or 3 – 4 years of professional experience

Company Description

Located in the heart of Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in the human arts of education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 6,400 students and 90,000 alumni are empowered to improve and enrich communities.

We offer a competitive benefits package that includes health, dental, life, and long-term disability insurance. In addition, we offer significant paid time off, a generous retirement plan, and tuition programs that enable employees and their dependents to expand their knowledge and skills.

Lesley is committed to the ongoing pursuit of strategic diversity initiatives that help to position diversity, equity, and inclusion as fundamental to institutional and academic excellence at Lesley. In doing so, Lesley strives for a campus culture and community that fosters a true sense of belonging for all, provides opportunity for everyone to participate equally and fully in the Lesley experience, and helps to develop each individual's capacity to confidently and competently engage within and across difference. Given an evolving national context and the rapid change in the demographic profile of our country, the University has made a significant commitment to addressing and enhancing its campus climate and diversity capabilities as an institution.

Position Overview

Company

Lesley University

Location

Cambridge (Hybrid), MA

Job Type

Full time

Salary

$53,769 - $74,201

Apply Now

Listing Contact

Charles Cooper

charles.cooper@lesley.edu 6173498741

Position Details

Description

Lesley University seeks an Assistant Director of Customer Service to supervise the Support Hub team. The team provides academic, financial, and payment information regarding students as well as providing general information about the University and general university policy and procedure for the areas of Financial Aid, Registrar's Office, and Student Accounts. While managing points of communication for the university's multi-channel contact center, the Assistant Director works to centralize customer service by bridging institutional resources through collaboration, unified communication, and standardized support process.

The Support Hub team members assist virtually over the phone, via email, and face to face through walk up areas. This is an opportunity to manage a multi-situational environment, assist in the strategic planning, and execution of all contact center operations.

Skills and Experience

• Excellent verbal and written communication skills with a good command of the English language
• Strong interpersonal skills as well as experience providing excellent customer service
• The ability to speak clearly and concisely over the phone
• Excellent data entry skills
• Experience with Microsoft Windows and or Apple MacOS
• Strong proficiency with Microsoft Office

Education

A Bachelor’s degree or 3 – 4 years of professional experience

Company Description

Located in the heart of Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in the human arts of education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 6,400 students and 90,000 alumni are empowered to improve and enrich communities.

We offer a competitive benefits package that includes health, dental, life, and long-term disability insurance. In addition, we offer significant paid time off, a generous retirement plan, and tuition programs that enable employees and their dependents to expand their knowledge and skills.

Lesley is committed to the ongoing pursuit of strategic diversity initiatives that help to position diversity, equity, and inclusion as fundamental to institutional and academic excellence at Lesley. In doing so, Lesley strives for a campus culture and community that fosters a true sense of belonging for all, provides opportunity for everyone to participate equally and fully in the Lesley experience, and helps to develop each individual's capacity to confidently and competently engage within and across difference. Given an evolving national context and the rapid change in the demographic profile of our country, the University has made a significant commitment to addressing and enhancing its campus climate and diversity capabilities as an institution.

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