Description:
Reporting to the Director, Customer Support, you will spearhead the dynamic landscape of triage services within The Service Hub environment, orchestrating seamless operations across digital channels (portal, chatbot, social media, live agent) and in-person elements at multiple campuses.
Here’s some of what your role will involve:
- Manage a team of student employees, providing guidance and support in resolving customer issues efficiently and effectively.
- Monitor customer support metrics and trends to identify areas for improvement and develop strategies to enhance customer satisfaction.
- Collaborate with cross-functional teams to streamline processes and implement solutions that optimize the customer support experience.
- Serve as a point of escalation for complex customer issues, ensuring timely resolution and communication.
- Conduct regular training sessions for the customer support team on product updates and best practices for handling customer inquiries.
- Foster a positive and customer-centric culture within the team, promoting empathy and professionalism in all interactions.
- Assist with the development and implementation of customer support initiatives, such as self-service resources and knowledge base articles.
To help us get there, we’re looking for someone who:
- Embodies leadership excellence and leads by example, fostering a work environment that aligns with Seneca’s core values.
- Demonstrates proactive problem-solving and can take initiative in addressing operational situations and ensures effective, efficient, and safe service areas in accordance with Seneca policies and procedures.
- Is committed to service excellence - ensuring the highest level of service delivery.
- Is passionate about continuous improvement - actively contributing to the development of policies and procedures that promote growth and improvement within the department.
- Can handle multiple demands on their time and is solutions- oriented.