Customer Service Manager (Hybrid)

Supervise customer service operations within a campus unit to include responding directly to or referring customer requests and otherwise facilitating customer needs. Responsible for setting employee goals, assessing employee performance and providing feedback, and making pay recommendations. This position will interact on a consistent basis with: unit visitors, guests and unit management and staff. This position typically will advise and counsel: individuals with service requests. This position will supervise: assigned staff.

Job Duty 1 -Organize and assign customer service staff responsibilities; monitor performance and provide feedback and development opportunities.

Job Duty 2 -Develop and on approval implement customer service policies, processes and procedures.

Job Duty 3 -Monitor customer service activity promoting staff adherence to policy and procedures and achieving customer satisfaction.

Job Duty 4 -Respond directly to customer inquiries as required; resolve issues requiring management attention.

Job Duty 5 -Ensure customer service facilities are maintained in an appropriate manner.

Job Duty 6 -Maintain customer service related files and records; produce reports on customer service activity.

Job Duty 7 -Perform other duties as assigned.

Educational Requirements
Technical Diploma, Associate's Degree or equivalent combination of education and experience

Required Experience
Two to three years of job related experience

Preferred Educational Qualifications
Bachelor's Degree

$52,894 to $71,937 annually

SKILLS
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.

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.

This is a supervisory position.
This position has financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.