Director of Student Service Center

Position: Director of Student Service Center

 

Reports To: Sr. Director of Student Services

 

Location: North Brunswick, NJ

 

Ross University founded in 1978 with the purpose of educating students who are interested in a Doctor of Medicine or Doctor of Veterinary Medicine degree. Ross University headquarters, admissions and administrative offices are located in North Brunswick, NJ. While basic science and pre-clinical courses are taught on our campuses in the Caribbean, Ross students complete their clinical rotations in the U.S. and are licensed to practice medicine in the U.S. after passing all prerequisite examinations. Ross University is a division of DeVry, Inc (NYSE:DV)

 

Job Summary:

 

The Student Service Center Director provides overall direction and strategic planning for the Student Service Center, including the completion of the design and implementation of this new function and department. The SSCD will take a leadership role in defining student satisfaction services and capabilities for the future. Responsible for successfully managing the Student Service team to ensure all customers of Ross University receives a premier level of service.

 

Essential Job Functions:

 Leads all aspects of the implementation of the Student Service Center. Works closely with the managers of service related functions on the transition and training of these functions to the service center.Hire, train, supervise, evaluate and coach staff in all areas of the Student Service Center.Plan, direct and coordinate daily activities of Student Service Center staff to meet the operational needs and goals of the department.Develop customer service policies and procedures to ensure customer service, satisfaction and optimization within the Service Center.Work collaboratively with the Sr. Director of Student Services and other service related managers to ensure established service policies and metrics are met and/or exceeded. This will include monitoring, measuring and reporting of student contact activity as well as creating and conducting satisfaction surveys.Manages and administers mass student communication from various service related departments through the Student Service Center.Works to optimize the use of applicable technologies to ensure Center performances are within the required service levels objectives, evaluating and adopting new technologies.Resolves escalated complaints and answers questions of customers regarding service and policy.Meeting/exceeding specific team level productivity and quality assurance metrics.Preparation and management of the operational budget.Administration of the Right Now Application and Customer Service Profile Assessment.Participates in various management meetings and assists in the recommendation, planning and execution of University-wide programs and initiatives.

 

Required Knowledge, Skills and Abilities:

 Bachelor's degree required, Masters preferred.Knowledge of Banner Student Information System highly desired.3-5 years of prior customer service management experience supervising, motivating, mentoring, and coaching employees.Must have excellent computer skills, including proficiency in Microsoft Office, call center applications and performance metrics, workforce management applications, quality tools/technologies as well as other call center related software.Possess hands-on leadership, management in a Call Center/Service type environment, versatile leadership qualities and the ability to manage change.Possess excellent communication, inter-personal skills and demonstrate the ability to foster collaboration across diverse groups of constituents, including students, faculty, management, system developers, and other staff.Must have strong analytical project management and organizational skills around business process improvements, change management and systems improvements.Must have experience to establish measure and effectively evaluate new technology, processes, policies and procedures.Must have strong customer service skills and possess the ability to effectively apply customer service concepts, practices and policies to meet and exceed customer expectations. Must be available to meet domestic and international travel requirements', weekend work required.

 

To apply, please visit our website at www.RossU.edu; select 'Careers' and copy paste your resume or complete our online application process. Ross University offers competitive salary/benefits package including DeVry tuition waiver. All job offers are contingent upon passing a pre-employment drug screen and background check. EOE

 

 

Disclaimer:  This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs or technological developments).