Assistant Director of Customer Experience, Auxiliary Services
The mission of KSUs Auxiliary Services is to support the campus through offering goods and services that improve the overall university experience. It is our belief that our services and programs make a critical difference in student engagement, employee retention, and guest experience while on campus. Equally important for Auxiliary Services is providing a level of customer service that identifies keys to customer engagement, including trends in satisfaction as well as dissatisfaction, and further leads to process improvements that increase revenue, customer retention, and product advocacy.
Act as the chief ambassador for Auxiliary programs to our customer base and an asset to auxiliary management in ensuring that the customer experience is always on our mind.
Manage a team of customer service support professionals and student assistants for a wide variety of Auxiliary Services operational areas, including but not limited to, Parking, Transportation, Card Services, Access Control, Postal Services, Vending, Health Services, University Stores and Dining Services.
Oversee two physical customer service office locations (Marietta and Kennesaw) that respond to in-person service issues, and a digital support team that responds to email and phone requests.
Coordinate with Auxiliary Directors of each functional area regularly to understand departmental service policies, goals, operations, and initiatives and communicate areas of opportunity for process improvements, based on customer feedback.
Create a training program and train staff on issue resolution and escalation procedures.
Develop, maintain, and update a staff Wiki on all products and services to serve as a help guide for staff.
Provide issue resolution that balances between customer needs, operational needs, and departmental financial needs.
Oversee and manage the collection of customer issues through ChangeGear software and the Platform28 phone system software, including ensuring tasks and calls are assigned to staff, promptly completed, and periodically reviewed for accuracy and proper support.
Manage the capture and reporting of service metrics to improve staff performance as well as provide feedback of Auxiliary Directors on policies and programs.
Coordinate with Auxiliary Services Marketing to create and facilitate customer feedback programs, to include surveys, focus groups, secret shopper programs, etc.
Other duties as assigned. This position will work on both the Kennesaw and Marietta campuses. Some nights and weekends may be required.
Funding for this position is based on revenue generated fundsAs part of the background check process, this position WILL require a satisfactory MVR (Motor Vehicle Report) as a condition of employment. See http://www.usg.edu/hr/manual/motor_vehicle_use for policy guidelines. Kennesaw State University is an Equal Employment Opportunity/Affirmative Action employer and does not discriminate on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, and/or veteran status.
Minimum qualifications: Bachelor's degree and 3+ years of related work experience OR 7+ years related work experience.
Prefer five or more years in a customer service setting, including two years in a management role.
Strong verbal and written communication skills.
Excel, Word, PowerPoint and Outlook.
Experience with ChangeGear and Platform28 a plus.