Customer Support Lead
Academy of Art University - San Francisco, CA

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What We Do:
The Academy of Art University, San Francisco, is the largest private art school in the nation and prides itself on its dedication to the career preparation of artists and designers. Students are offered cutting edge curriculums for AA, BFA, MFA and Certificate Programs, fusing state of the art technology with academic excellence. Our graduates enjoy a high placement rate and have been hired by prestigious companies worldwide. As an urban institution, the Academy draws upon and contributes to the cultural wealth of the San Francisco community and fosters a progressive, diverse and creative environment.

Customer Service Lead

Responsibilities (to include but not limited to the following):

Assist the Customer Service Supervisor in leading daily operations, including: Planning and scheduling of staff, and maintaining all customer service levels and quality assurance standards; Lead is responsible for working side-by-side with the Executive Director of Admissions Operations Support in attending to and covering all Customer Service departmental needs in the Supervisor’s absence

Monitor real-time queued calls in Cisco Agent Desktop, and assist the Customer Service Representatives answer these calls if there are any in queue; When answering Academy calls, ensure that the callers are receiving top-notch customer service

Real-time and recorded phone call monitoring of the Customer Service Representatives; Document and provide immediate feedback on areas of improvement and conduct individual meetings with the Customer Service Representatives to review progress and customer service level standards

Monitor and document quality assurance calls for all Academy vendors that Admissions and Customer Service works with to ensure that Academy customer service standards are being met; Alert the Customer Service Supervisor of any red flags, and Supervisor will provide immediate feedback to the vendor

Prepare historical reports for call inflow analysis, peak-hour evaluation, and individual and team performance

Assist Admissions, Outreach, and other departments by performing, facilitating, and monitoring the progress of outbound Customer Service call campaigns for Academy events

Assist the Customer Service Supervisor and Executive Director of Admissions Operations Support in regularly evaluating departmental processes and procedures and implementing immediate adjustments with the goal of optimization

Assist the Customer Service Supervisor and Executive Director of Admissions Operations Support in training newly hired personnel on the following: PeopleSoft, Salesforce, and Cisco systems, phone call handling guidelines and expectations, and all other departmental resources

Document and maintain ‘how-to’ documents for departmental functions

Maintain a professional, positive, and upbeat work environment, while motivating staff to go above and beyond expectations in regards to customer service levels provided

All other duties and projects as assigned by Academy Management

Benefits:
Academy of Art University offers employees’ health insurance, 401K Plan, paid vacation and holidays, and a commuter program. In addition we offer the following unique advantages: a tuition-free undergraduate class, health & wellness programs, access to University gym/pool & athletic games, and participation in various events such as our film festival, fashion show and gallery auctions.

Academy of Art University - 23 months ago - save job
About this company
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Established in 1929 by Sunset Magazine's creative director, Richard S. Stephens, Academy of Art University transforms aspiring students into...