IT Customer Service and Support is looking for a Customer Service Supervisor to join the Help Desk team to supervise its day to day operations.
$45,000 per year
Provides supervision and direction to other professionals in information technology, financial aid and other supported services by keeping them informed of changes in processes, information, establishing new procedures and/or policies to deal with changes.
Participates in the planning, goal setting, and evaluation of assigned Help Center specialists.
Reviews and recommends changes and/or implementation of departmental policies and procedures to increase efficiency of operations and to meet changing regulations requirements.
Serves as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
Coordinates with the Help Center training staff to conduct short refresher trainings and new information dissemination.
Acts as an internal escalation point for information technology related needs but also serves as an escalation point for all other services supported by the Help Center.
Maintains a close and collaborative working environment, sharing information regularly with other Help Center leadership staff.
Works to coordinate after hours support needs and acts as the supervisory point of contact for the designated hours within the Help Center.
In the event of afterhour issues, this position is expected to act as the initial point of communication out to others on the Help Center leadership team as appropriate and established with procedures.
Provides training, constructive feedback and recognition when appropriate.
Days and Schedule: Four days of 10 hours per day, working the hours of 3pm – 2am with work days being Monday through Thursday. These hours and days are subject to change with notification based on the needs of the business.
Bachelor’s degree in related field and four (4) years of experience in a high volume customer service area, which includes one year of supervisory experience; OR, any equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.
Demonstrated knowledge of basic computer programs including Microsoft Office Suite.
Demonstrated knowledge of financial aid regulations, policies, and procedures to resolve issues and problems; identifying trends and recommends alternative solutions to resolve problems.
Demonstrated knowledge of administration and management of financial aid programs.
Experience in quickly adjusting priorities and managing time in fast-paced environment.
Experience in maintaining a fair, consistent set of standards as they apply to the work force.
Experience in managing, supervising, and evaluating assigned staff in a call center.
Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse
Required to stand for varying lengths of time and walk moderate distances to perform work
Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds
Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts
Clearly communicate to perform essential functions
The mission of the University Technology Office is to provide technology leadership for the New American University. The UTO helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.
Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 90,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit www.asu.edu/tobaccofree
AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, color, sex, religion, national origin, disability, protected veteran status, or any other basis protected by law.
ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.
Background Check Statement:
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.
Fingerprint Check Statement:
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.
Instructions to Apply:
Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.
To apply please go to www.asu.edu/asujobs/ click "External Applicant" under Jobs at ASU, enter Req Id# 42946BR