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Customer Service Coordinator/Assistant Supervisor 2-AS, Division of Student Affairs

Employer
Rowan University
Location
Glassboro, New Jersey

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Administrative Jobs
Student Affairs, Student Activities & Services
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Welcome to Rowan University’s Career Site

Rowan University is a Carnegie-classified Doctoral University (Moderate Research Activity) with approximately 19,000 students. Its main campus is located in Glassboro, N.J., 20 miles southeast of Philadelphia, with additional campuses in Camden and Stratford. The University comprises seven academic colleges and five schools—the William G. Rohrer College of Business; the Henry M. Rowan College of Engineering; the Colleges of Communication and Creative Arts, Education, Humanities and Social Sciences, Performing Arts, and Science and Mathematics; the Cooper Medical School of Rowan University; the Rowan University School of Osteopathic Medicine; the Graduate School of Biomedical Sciences; the School of Health Professions; and the School of Earth and Environment—with an Honors College that spans across disciplines. Rowan is one of two public universities in the country to offer M.D. and D.O. medical degree programs. The institution is also home to the South Jersey Technology Park, which fosters the translation of applied research into commercial products and processes. Rowan has been recognized as one of the top 90 public research universities and the 7th fastest growing research institution in the nation.

Rowan University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. For the complete Rowan University non-discrimination and affirmative action policy see: https://sites.rowan.edu/equity/_docs/policies/eeo-statement.pdf.

Customer Service Coordinator/Assistant Supervisor 2-AS, Division of Student Affairs

Job no: 493733
Work type: Regular full time
Location: Glassboro, New Jersey
Categories: Professional

Summary:

  • The position of Customer Service Coordinator is responsible for various aspects of customer service throughout the Division of Student Affairs. The individual will have the experiential and educational background necessary to provide exemplary direction in an environment that is fast-paced with high expectations. The successful candidate will be a team leader with natural communication and motivational skills in order to bring quality and excellence to this key role.
  • The Customer Service Coordinator will contribute customer service information, training, and recommendations to student servicing departments within the Division of Student Affairs. Reporting to the Senior Director of Administration, the Customer Service Coordinator will establish and communicate service standards; monitor and analyze service metrics; identify customer service trends; and improve customer service quality by evaluating current customer service practices and implementing changes as deemed necessary. The candidate will resolve multifaceted customer related problems and maintain contact with customers and functional student servicing departments to determine customer service related requirements. This individual will possess excellent interpersonal skills with the ability to work collaboratively with inner and inter departmental constituents.

Duties/Responsibilities:

  • Provide vision and leadership to implement effective customer service efforts throughout the Division of Student Affairs
  • Oversee customer service related operations throughout the division
  • Establish division-wide operational strategies by utilizing best practices and instituting customer service standards
  • Regularly meet with student servicing departments within the Division of Student Affairs to remain informed of current student and staff concerns, address challenges, and pose resolutions for customer service related issues
  • Set reasonable customer satisfaction goals and work with customer service staff within the division to meet them on a consistent basis
  • Plan and organize interdepartmental cross training and customer service etiquette for staff
  • Act as a liaison between different departments throughout the University as it relates to serving constituents and improving overall customer service operations
  • Implement assessment strategies to measure the quality of customer service provided by staff throughout the division
  • Address high level and multifaceted customer concerns and complaints referred by various departments throughout the University in a prompt and timely manner
  • Collaborate with departments throughout the University on behalf of referred customers to obtain information, resolve issues, and keep customer informed
  • Track and monitor trends and quality of customer service provided via the Cisco Finesse Phone system, Olark Chat, email and social media accounts, and any other future tools
  • Other duties as assigned by the Senior Vice President of Student Affairs

Education Requirements:

  • Graduation from an accredited college or university with a Bachelor's degree

Experience Requirements:

  • Three (3) years of professional-level experience in review and analysis of administrative practices, policies, and operations; including making recommendations preferably in a higher education environment.

Preferred Qualifications:

  • Master’s degree from an accredited college or university
  • Previous professional-level experience in higher education, customer service, or related field
  • Excellent verbal and written communication skills
  • Ability to work in diverse settings
  • Ability to think independently and have team leadership
  • Experience in a student servicing department within a higher education setting
  • Functional knowledge of the Ellucian Banner system
  • Functional knowledge of the Cisco Finesse Phone System

Salary:

  • R24 ($61,416-$70,007)

Note:

  • Only completed online applications submitted on or before the deadline will be considered.

Advertised: Jun 7 2019 Eastern Daylight Time
Applications close: Jun 21 2019 11:55 PM Eastern Daylight Time

Organization

Working at Rowan University 

Rowan University, located a half-hour outside of Philadelphia with its main campus in suburban Glassboro, N.J., is an institution on the move.

This summer, the University opened Cooper Medical School of Rowan University (CMSRU) in partnership with Cooper University Health Care, in Camden. The first new four-year, M.D.-granting medical school in New Jersey in more than 35 years, CMSRU welcomed its first class in August 2012.

Rowan continues to work with the Borough of Glassboro and private developers on Rowan Boulevard, a $300 million redevelopment project that links the University’s main campus to the historic downtown. This fall alone, the partners broke ground for a new academic building/parking garage and a Marriott Courtyard Hotel. Rowan Boulevard already includes a Barnes & Noble Collegiate Superstore, housing for approximately 1,300 students and retail space.

The University also recently created a School of Biomedical Sciences, which joins nine colleges. In addition to CMSRU they are: the Rohrer College of Business, Communication & Creative Arts, Education, Engineering, Graduate & Continuing Education, Humanities & Social Sciences, Performing Arts, and Science & Mathematics.

Earlier in 2012, New Jersey Gov. Chris Christie awarded Rowan state research institution status (not Carnegie classification) as part of the New Jersey Medical and Health Science Education Restructuring Act, making Rowan only the second comprehensive public research institution in the State. That Act also opened the door to Rowan partnering with Rutgers-Camden to create a College of Health Sciences in Camden near CMSRU. The vision for that College calls for schools of medicine, nursing, pharmacy, public health, food science and 16 allied health programs. The University of Medicine and Dentistry of New Jersey’s School of Osteopathic Medicine in nearby Stratford, N.J., is to become part of Rowan in the near future. When that occurs, Rowan will be only the second school in the nation with M.D. and D.O. medical programs.

A selective, medium‑sized public university, Rowan is recognized for its nationally ranked academic and athletic programs, talented professors and high‑tech facilities. The University, which has a branch campus in Camden, N.J., and the South Jersey Technology Park at Rowan University in Mantua, N.J., prides itself on being able to provide its more than 12,000 students with an outstanding education at an exceptional value.

 The University offers 57 undergraduate majors, including four undergraduate degree-completion programs; three dual bachelor’s/master’s degrees; more than 40 master’s level programs (including specializations); approximately 25 graduate-level certificate programs; 12 post-baccalaureate programs or endorsements; and two doctoral/specialist programs, including the M.D. degree from its medical school. Students can pursue their degrees at the main campus, the Camden campus, online or at several community colleges, as well as at CMSRU.

Rowan has been recognized by national organizations that evaluate colleges and universities. U.S. News & World Report ranked Rowan 19th among Best Regional Universities—North, third among the public institutions in the category. The Princeton Review named Rowan among 222 institutions in its Best in the Northeast section of its website feature 2013 Best Colleges: Region by Region and included the Rohrer College of Business in its edition of the Best 296 Business Schools. The Princeton Review also listed Rowan, which in the past has been recognized by the U.S. EPA as a Top Green Power Purchaser in its athletic conference, in its Guide to 322 Green Colleges: 2012 Edition.

Employees:

Currently, Rowan University employs 1,090 faculty members: full-time tenure-track professors, full-time temporary professors, part-time professors and adjuncts. The University also employs 940 staff members.

Recognizing that employees, students and the community are valuable resources, Rowan’s Human Resources Department supports the University’s vision and mission; encourages the personal and professional enrichment of employees; provides services appropriate to employees’ needs; and promotes awareness, learning and collaboration.

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