Assistant Director, Customer Service (Finance)

Department: Undergraduate Admissions Salary: $58,809 - $64,690
Description:
Job Summary

The Assistant Director of Customer Services oversees the department's daily customer service operations. This includes but is not limited to, the integrated delivery of information, front office operations, call, print, and email communications, and on-campus programming.

Duties

• Oversees and manages the availability of staff responsible for supervising front office operations
• Manages the execution of some departmental campaigns
• Serves as the primary point of contact for all front office aspects of performance training, updated management, and reporting
• Assists in drafting and editing web, email, social media, and print information
• Coordinates institutional engagement through departmental training sessions and meet-and-greet briefings
• Develops and manages customer service business processes and procedures
• Manages resources required for communication in the front office
• Oversees services offered in the department, provides information to various entities, and resolves issues that may arise
• Serves on various committees and participates in local, state, and national conferences

Marginal Duties

• Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

• full-time and part-time employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees

Knowledge, Skills, and Abilities

Knowledge:

• Knowledge of the trends, issues, and accepted practices relevant to customer service in higher education

Skills:

• Strong technical skills, including proficiency in MS Office, CRM, and PeopleSoft
• Excellent customer service skills
• Good interpersonal and communication skills

Abilities:

• Ability to create manuals and train people
• Ability to effectively communicate and collaborate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is performed in a typical, comfortable interior work environment that does not subject the employee to any unpleasant elements
• Individual has discretion about walking, standing, etc., and has minimal exposure to physical risks
• Must have the ability to move items of up to 25 lbs

Qualifications

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None Required

Preferred Qualifications

• Previous experience in college/university setting
• Fluent in Spanish

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are an Equal Opportunity Institution.