Job details

Customer Service Supervisor

Remote role US based, working core EST hours

About the Team

The College Board’s Operations division aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. The Operations division is also leading College Board’s exciting transformation to support the delivery of digital assessments. The Customer Engagement department is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contracts per year. The broader Customer Engagement team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience. The Customer Care sub-team is not an inbound call center but is responsible for managing escalated customer inquiries coming from various outlets. The team is known for delivering high quality customer service to students, parents, and educators participating in any College Board program.

About the Opportunity

As the Customer Service Supervisor, you will be responsible for managing the day-to-day case workflow within the department and ensuring service levels are met for cases escalated from our contact center. You will work closely with internal stakeholders and partners to ensure compliance with policies and business procedures while identifying continuous improvement opportunities. You will play a critical role managing, coaching, and developing a team of 5-10 specialists that manage the most complex issues that impact customers to ensure we deliver a positive customer experience.

In this role, you will:

Enable Exceptional Customer Service (40%)

Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
Manage all customer service activities related to College Board programs and services including:
Coordinating all training, resources, and updates for team members to ensure complex issues can be resolved.
Developing support materials as needed.
Reviewing exceptions cases and customer feedback with Program(s)
Identify trends and alerting other Customer Engagement teams as appropriate.
Provide case management direction to staff and serve as an escalation point for management-level escalations.
Review highly sensitive SAT cases or inquiries with Legal, Test Security, and Business Process Outsoucing (BPOs) when appropriate to ensure all activities are managed within policy guidelines. Serve as primary business contact for all Legal requests for documentation for student profile inquiries and subpoenas.
You are authorized to work in the United States of America

Provide Management & Leadership (40%)

Manage daily workflow for Specialists and team to ensure Service Level Agreements(SLAs) are met.
Act as liaison to program and services teams for customer resolutions and managing workflow for external stakeholders: educators, students, etc.
Serve as primary business contact between the Operations group and all internal departments and external vendors to address and resolve escalated customer service matters.
Manage staff utilizing department processes, metrics, and internal College Board guidelines.
Assist Senior Director in defining goals and objectives and metrics to measure and drive department performance and quality.
Responsible for effectively evaluating staff performance and delivering mid-year and annual performance reviews.
Assist Senior Director with talent recruiting, interviewing, and hiring decisions.
Assist with employee engagement events and team recognition.

Enable Continuous Improvement (20%)

Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns.
Utilize a hands-on approach to root cause analysis and resolution of operational exceptions.
Provide feedback and training to Customer Engagement Vendor Management team as needed to ensure the call center vendors are managing cases appropriately and following escalation procedures.
Demonstrate an in-depth understanding of cross-Program knowledge, operational and customer service processes. Utilize this knowledge to identify exceptions, bottlenecks and/or areas of improvements.
Assists with standardizing department policies and procedures to improve efficiency of the Customer Service Operations organization.

About You You have

3-5+ years of customer service experience handling high volume and complex customer escalations requiring a high degree of workflow management.
A minimum of 2 years’ of full-time experience in a people management role or a position regularly providing others with direction and feedback in a customer support environment
Experience as a highly collaborative individual with ability to influence others and build strong relationships across internal and external stakeholders.
Experience leading, coaching, and training others to meet organizational goals.
Experience analyzing customer service metrics and data.
Effective planning, prioritization, and problem-solving skills.
Proven ability to consistently deliver results with minimal supervision.
Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
Strong learning orientation and commitment to continuous improvement.
Ability to travel 4-6 times a year to College Board offices and/or vendors.
A bachelor’s degree (preferred).

About Our Benefits and Compensation

College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.

Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more.

We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $72,000 to $125,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process.
As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive!

About Our Culture

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:

We are motivated to positively impact the educational and career trajectories of millions of students a year.
We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard.
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network).

We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals.
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time.

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