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Student Service Center Manager
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See open jobs at SUNY Oneonta.See open jobs similar to "Student Service Center Manager" What's Upstate NY.
oneonta, ny, usa
Posted 6+ months ago
| Category: | Professional |
| Subscribe: | |
| Department: | Student Service Center |
| Locations: | Oneonta, NY |
| Posted: | Aug 28, 2023 |
| Type: | Full-time |
| Position ID: | 166632 |
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Job Description:
The University is seeking a dynamic, forward-thinking, inclusive, and strong customer-service oriented leader to serve as the new Student Service Center Manager. The Student Service Center Manager will provide overall leadership and high-level management of the current Call Center, will expand this function to the future Student Service Center, and will contribute to the design of space, technology, and staffing of the Student Service Center. The Student Service Center Manager must be a strong advocate for students with a depth and breadth of knowledge in the University functions (registration, financial aid, student billing, academic advisement, and more) that students will encounter on their education journey. This collaborative Manager will work closely with leadership of the functional offices and other key staff to ensure a quality student service model.
SUNY Oneonta is investing in a new Student Service Center to provide services and information related to students' registration, financial aid, student bills, academic advising and more in one central location. This new Student Service Center will remove barriers so students can more quickly and easily access the information and services they need to support a successful path to timely graduation. The Student Service Center will encompass the University's well established Call Center and expand its operations to in-person services through a concierge model. Planning for the Center will begin immediately, and a phased opening of the student service center will begin in late spring of 2024.To learn more about the University, please visit https://suny.oneonta.edu/.
Duties include but are not limited to:
- Lead, plan and implement strategies to provide effective and exceptional student/customer service experiences to support student success.
- Work proactively and collaborate extensively with departments and university leadership to provide customer service functions specific to the "home offices" of the Registrar, Financial Aid, Student Accounts, and Academic Advising, working closely to ensure accuracy of information and delivery of support to students is effective.
- Supervision of Student Service Center staff.
- Management of peak service periods/events (e.g., opening weekend) to ensure adequate staffing levels to support student needs.
- Design and implementation of cross-functional training.
- Researching, testing, and selecting software/technology; remaining current in new technologies and approaches that enable high-level quality service experiences.
- Performing continuous operational assessment, data analysis, and reporting to support decision making and strategic initiatives and to help identify emergent matters, trends, and future needs.
- Participate in University committees, stay abreast of university matters and priorities, and maintain open lines of communication.
- Responsible for oversight of the Student Service Center budget
Salary: $57,846-commensurate with experience. Information on SUNY's comprehensive benefits offerings can be found at https://www.suny.edu/benefits.
Requirements:
Required Qualifications:
- Bachelor's degree
- Minimum of three years of supervisory experience
- Experience working in higher education with an in-depth knowledge of business practices related to the offices of the Registrar, Financial Aid, Student Accounts/Billing and Academic Advisement
- Minimum of five years of experience working in high-volume customer service.
Preferred:
- Project management experience
- Experience managing a Student Service Center/Call Center
- Experience managing customer service-related technology (e.g. queuing software)
- Experience working with and serving diverse populations.
Additional Information:
SUNY Oneonta enrolls about 5,500 students who pursue bachelor's or master's degrees or certificates in one of 70-plus academic programs. Known as an exemplary residential campus that values inclusion, service and sustainability, SUNY Oneonta is a nurturing community where students grow intellectually, thrive socially, and live purposefully.
The university is located in the City of Oneonta, nestled in the northern foothills of the Catskill Mountains about a four-hour drive from New York City, Boston, and Philadelphia. With a population just shy of 14,000, Oneonta is one of the 20 Most Picturesque Small Towns in America, according to Microsoft News. The natural beauty of the region is breathtaking year-round. Each season offers outdoor activities such as hiking, biking, boating, swimming, and skiing. Employees give SUNY Oneonta high marks for work/life balance, management, and culture. The university's indeed.com rating is 4.4, with one recent review noting that the people are what make SUNY Oneonta so special.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the NYS Office of Employee Relations at (518) 474-6988 or via email at info@oer.ny.gov.
SUNY Oneonta values a diverse university community. Please visit our website on diversity at: https://suny.oneonta.edu/diversity. Moreover, the University is an Equal Opportunity/Affirmative Action employer. Women, persons of color, persons with disabilities, and protected veterans are encouraged to apply.
Application Instructions:
To apply online go to: http://oneonta.interviewexchange.com/candapply.jsp?JOBID=166632 Please upload a resume and letter of interest. Contact information for three professional references is required.
For other employment and regional opportunities, please visit our website at: https://suny.oneonta.edu/about-oneonta/employment.
Position ID:166632
This job is no longer accepting applications
See open jobs at SUNY Oneonta.See open jobs similar to "Student Service Center Manager" What's Upstate NY.