POSITION SUMMARY
The Customer Service Manager is responsible for managing the relationship with ASCD’s third-party customer service provider and managing any customer service staff directly employed by ASCD. The incumbent will ensure efficient and effective operations of the overall customer service experience through courteous and accurate customer service to the association’s members, customers, constituents, affiliates, and staff. They are responsible for unit productivity, associate relations, quality measures, and meeting or exceeding service level agreements.

SALARY - UP TO $80k, 
based on having advanced skills and experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
  • Monitors key performance indicators of ASCD’s customer service delivery including, but not limited to:
    • Inbound and outbound call volume
    • E-mail
    • Order processing
    • Member benefit delivery
    • Online chat
    • A limited number of financial transactions
  • Works collaboratively with third-party team lead to ensure proper allocation of team member time
  • Establishes customer service and best practices benchmarks and ensures team compliance with established service level agreements.
  • Audits all aspects of call center and data entry management processes.
  • Works closely with Financial Services to ensure accurate information is updated on membership and customer accounts in the association management system and financial system.
  • Manages and monitors membership claim inquiries.
  •  Maintains records of customer contacts.
  • Monitors responses to inbound calls, emails, and chats.
  • Manages and updates the association scripting to align with ASCD’s brand voice.  
  • Consults in developing new online and database processes and procedures. Helps document and test processes.
  • Reviews and analyzes service delivery reports and other data to identify trends and potential issues. Develops plans for corrective action or to address trends.
  • Manages unit staff; provides a climate for motivation and innovation; supports positive working relationships with direct reports; establishes effective teamwork and collaboration practices; openly supports the organization’s direction, strategy, and employee programs; and is accountable for adhering to and upholding all applicable employment laws and the association’s operating protocols.

QUALIFICATIONS

Knowledge
  • High school diploma or equivalent required. A four-year college degree in a related field of study is preferred.
  • Certified Call Center Manager designation preferred.
  • Experience with Association Management Software, specifically Personify 7.7.
  • Experience with eCommerce and communication platforms, including:
    • Help Scout
    • HubSpot
    • Piano
    • Shopify
    • Snipcart
    • Salesforce
    • Stripe
  • In-depth knowledge of call center and data entry operations required.
  • Extensive knowledge of customer service practices and analysis and technical systems related to call center and data entry operations is required.

Skills and Abilities
  • High-level interpersonal and communication skills
  • Ability to manage conflict and solve problems.
  • High-level organizational skills with strong attention to detail.
  • Strong critical thinking and analytical skills are required.
  • Must be a skilled computer user in a networked customer service environment.
  • Ability to quickly learn new technology related to customer service and call center operations required.
  • Excellent written and verbal communication skills are required.
  • Ability to quickly learn information about programs, products, and services.
  • Ability to supervise, lead, and train teams.
  • Ability to learn and use web-based office applications for online collaboration, document/content management, and intranet management.

Critical Success Factors / Leadership Attributes
  • Must be able to create value for the organization.
  • Ability to manage a remote workforce.
  • Ability to work with colleagues across different divisions and departments.
  • Possesses the ability to make meaning by keeping others well-informed on the big issues.
  • Can hire and cultivate talent who are strong contributors to the organization.
  • Applies learning by seeking new learning from a variety of disciplines and addressing obstacles immediately and directly.
  • Recognizes the importance of acting together by encouraging imagination and creating opportunities for others to step up and contribute.
  • Executes accountably by creating clear plans to achieve goals and monitoring costs, progress, and results.
  • Continuously reinvents by demonstrating the ability to change.
  • Leads self by setting a personal example of authenticity and inspiring others to want to follow his or her lead.

Experience
  • Three or more years experience in a high technology office environment emphasizing customer service and direct contact with clients/vendors.
  • Two or more years of supervisory or team leadership in customer service and/or call center environment is required.

WORK ENVIRONMENT
  • Normal demands are associated with a deadline-driven office environment.
  • The noise level is generally quiet to moderate.
  • Daily contact with external customers, vendors, colleagues, associates, supervisors, and staff at all levels of the organization.
  • Extended workdays are likely; occasional weekend work is required.

PHYSICAL DEMANDS
  • Ability to remain at a desk for extended periods of time.
  • Ability to communicate and exchange information with others.
  • Ability to move about to coordinate work in areas of varying heights.
  • Ability to perceive and inspect records in a document management system.
  • Ability to operate general office equipment.
  • Ability to travel occasionally to off-site meetings.

This position description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
                       
Key Position Designation: Certain positions are essential to providing immediate and continuing support for operations or support functions during an emergency or building closure. Employees who hold these positions may be required to work (at their worksite or remotely) when other employees are not required above. Please refer to the General Information section above to determine whether this position is considered a key position.

This is a management position
This is a full time position
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