The Customer Service Manager will be at the forefront of transforming the I&S customer service program for the campus. The primary focus will be on strategic program development, leveraging technologies, and driving a customer-centric approach. While overseeing customer service operations and supervising staff, the role will play a key role in building efficient processes, implementing innovative solutions, and enhancing customer satisfaction. Additionally, the role will collaborate with cross-functional teams and stakeholders to drive continuous improvement and foster a culture of exceptional customer service. This position will supervise: assigned staff.
Job Duty 1 -
Develop and implement a strategic customer service program that aligns with the overall organizational goals and objectives. This includes defining service standards, establishing customer-centric processes, and implementing feedback mechanisms.
Job Duty 2 -
Leverage emerging technologies, such as Chatbots and AI-powered solutions, to enhance the customer service experience and streamline operations. Identify opportunities to automate routine tasks and improve response times.
Job Duty 3 -
Analyze customer feedback and satisfaction data to identify trends, insights, and areas for improvement. Generate reports and actionable recommendations to drive continuous service enhancements.
Job Duty 4 -
Collaborate with cross-functional teams, including IT and Operations, to integrate customer service technologies, systems, and processes. Ensure seamless coordination and communication across departments to deliver exceptional customer experiences.
Job Duty 5 -
Drive a culture of customer-centricity and service excellence by providing guidance, training, and coaching to customer service staff. Foster a positive work environment that empowers employees to deliver outstanding service.
Job Duty 6 -
Develop and implement customer service training programs to enhance the skills and capabilities of the team. Ensure that staff members are equipped with the necessary knowledge and tools to provide exceptional customer support.
Job Duty 7 -
Stay informed about industry best practices, emerging trends, and advancements in customer service technologies. Apply this knowledge to continuously improve the customer service program and stay ahead of customer expectations.
Job Duty 8 -
Collaborate with stakeholders and participate in customer service improvement initiatives and projects. Actively engage in problem-solving, process optimization, and implementing innovative solutions.
Job Duty 9 -
Stay abreast of customer service metrics and KPIs to track performance, identify areas of improvement, and report on the effectiveness of the customer service program.
Job Duty 10 -
Perform other duties as assigned.
Technical Diploma, Associate's Degree or equivalent combination of education and experience
Two to three years of job related experience
Preferred Educational Qualifications
Knowledge, Skills, & Abilities
This job requires a working knowledge of customer service organization and processing as applied within assigned unit which will include skills in staff supervision, program management, communications and organization. Use of office and specialty computer applications is required.
Strong strategic mindset with the ability to develop and implement a customer service vision and roadmap.
Proficiency in leveraging technologies, including Chatbots and AI-powered solutions, to enhance customer service operations.
Analytical skills to interpret customer feedback data and identify actionable insights.
Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
Strong leadership abilities to inspire and motivate a team towards service excellence and continuous improvement.
Knowledge of customer service best practices, industry trends, and emerging technologies.
Equal Employment Opportunity
Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.
Job Grade: A8
Pay Grade: $52,894.00 to $$71,937.00
Successful candidate must be able to pass a background check. Please visit