Customer Service and Order Support Supervisor

Employer: University of California, Los Angeles
Location: Los Angeles, CA

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Employment Type: Full Time
Institution Type: Four-Year Institution

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Job Details
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Position Summary

The Customer Service and Order Support Supervisor leads the customer service and order support team in providing exceptional service to CEB's customers, and the accurate processing of customer orders, payments and account changes. The Customer Service and Order Support Supervisor is responsible for all activities associated with inbound customer calls including processing customer orders, account inquiries regarding account and order status, processing payments and answering billing inquiries, standing orders, complaints, maintaining positive account relationships, as well as team scheduling. Handles technical systems maintenance; staffing including hiring and training; the development of the unit and individual performance standards and customer service standards and preparation of reports to the Director. The Customer Service and Order Support Supervisor works independently and initiates projects necessary to maintain a high level of service to customers

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

Bachelor’s degree or 5 years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service. (Required)

Strong working knowledge of the Talkdesk telecommunications system (Required)

Experience using the Intercom customer communication platform. (Required)

Knowledge and experience using the Staxbill financial billing system (Required)

Experience using the Intercom customer communication platform (Required)

Extensive knowledge and experience working with Salesforce. (Required)

Strong knowledge and experience with NetSuite order processing (Required)

Ability to manage multiple priorities in a fast‑changing environment (Required)

Exceptional verbal, written, and interpersonal communication skills (Required)

Demonstrated ability to lead (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree in related area and / or equivalent experience / training (Required)

Special Conditions for Employment

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

8:00 a.m. to 5:00 p.m.
Union/Policy Covered

99-Policy Covered
Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Customer%20Service%20Supervisor%201%20(40824518)

Working at University of California, Los Angeles

UCLA is a public research university located in the Westwood neighborhood of Los Angeles, California. It was founded in 1919 and is the second oldest of the ten campuses affiliated with the University of California system. UCLA offers over 300 undergraduate and graduate degree programs in a wide range of disciplines and enrolls about 26,000 undergraduate and about 12,000 graduate students from the United States and around the world every year.

UCLA features the College of Letters and Science, seven general campus professional schools, and four professional schools for the health sciences. The UCLA College of Letters and Science has 34 academic departments and 900 faculty, and houses the majority of UCLA's 129 undergraduate majors as well as the students in the Graduate Division of Letters and Sciences. The UCLA College Honors Program is also housed in the College. The College of Letters and Science's programs are divided into five academic divisions: humanities, social sciences, life sciences, physical sciences, and the International Institute. UCLA also offers certificate programs, undergraduate degree-credit and continuing education credits for non-full-time students through its UCLA Extension education program.

The 2010 edition of U.S. News & World Report ranked UCLA as the 24th best university in the nation and 32nd best in the world. In the 2007 edition of U.S. News and World Report, UCLA Medical Center was ranked best in the West, as well as one of the top 3 hospitals in the United States alongside Mayo Clinic, Cleveland Clinic, Massachusetts General Hospital, and Johns Hopkins Hospital. In 15 of the 16 medical specialty areas examined, UCLA Medical Center ranked in the top 20.

The campus' location in Los Angeles makes excursions to local museums, theaters, or other entertainment venues relatively quick and easy.