Senior Customer Care Services Manager
Higher One - New Haven, CT

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Higher One Holdings, Inc. (NYSE: ONE) is a leading company focused on creating cost-saving efficiencies for higher education institutions and providing high-value services to students. Higher One offers a wide array of technological services on campus, ranging from streamlining the institution’s performance analytics and financial aid refund processes to offering students innovative banking services, tuition payment plans, and the basics of financial management. Higher One works closely with colleges and universities to allocate resources more efficiently in order to provide a higher quality of service and education to students.

Founded in 2000 on a college campus by students, Higher One now serves more than half of the higher education market, providing its services to over 1,250 campuses and 10.5 million students at distinguished public and private institutions nationwide.

At Higher One, we believe that every employee is critical to our success! Our innovative services depend on the energy, values, hard work and dedication of our employees. As we continue to grow, we look for others who are also committed to retaining a small-company feel while moving us to the next level!

Senior Customer Care Services Manager

Responsible for providing leadership and direction to the contact center, manage a team responsible for handling inbound calls , email response, social media response and web chat, of customer service representatives, including monitoring and directing the overall activity and performance of that staff.

Responsible for interviewing, maintaining positive employee relations, providing constructive feedback and conducting performance appraisals of staff.

Establish and support an atmosphere that promotes teamwork and team member involvement in a positive work environment.

Conduct team meetings.

Coach, train and mentor Agents and Team Leads

Prepare and maintain performance and productivity reports for the contact center

Monitor Customer Care Agent calls to observe use of Stellar Service Skills, technical accuracy and conformity to company policy and procedures

Handle highly escalated calls and email responses and assist team members with difficult cardholder situations.

Support all team members via supervisor queue and/or instant message

Manage department projects

Work closely with Banking Operations group on escalated incidents; keep incidents moving through to completion

5+ years experience in supervising and managing in a contact center environment

2-3 years experience in a financial services company

College degree preferred

Strong verbal and written skills

Self motivated, self starter with the ability to motivate staff and achieve company goals

Desire to work in a fast paced, ever-changing environment

Passion for stellar customer service

Ability to solve issues and maintain positive relationships

Strong computer skills and familiarity with contact center technology

Ability to effectively manage time, establish priorities and handle tasks

Project management skills preferred

Higher One - 15 months ago - save job - block
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About this company
17 reviews
The higher ambition at Higher One Holdings is to facilitate higher education payments. The company provides payment processing and...