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Inside Higher Ed · 3 days ago

Customer Service Coordinator - Office of Digital Learning & Academic Technology

Tallahassee, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

Inside Higher Ed is associated with Florida State University, one of the nation's elite research universities. They are seeking a Customer Service Coordinator to oversee front desk operations, manage projects related to service quality, and ensure high standards of customer service.

Digital MediaEducationHigher EducationJournalismRecruiting

Responsibilities

Quality assurance monitoring. Builds feedback surveys. Collects and analyzes feedback from students and staff to identify areas for improvement. Collects and analyzes service data. Writes reports. Consults with the Test Administrator and completes research to identify best practices and maintain accreditation requirements. Helps the Test Administrator and Testing Operations Manager implement changes that enhance customer satisfaction and uphold service commitments

Project management. Assists in tracking progress on projects and tasks related to service quality, accreditation, and organizational commitments. Takes careful notes during meetings, identifies action items and deadlines, and communicates key information to the managers. Maintains documentation and prepares reports as needed

Oversees front desk operations and shared office spaces. Oversees front desk staff and delegates work productively. Helps onboard new front desk staff and provides ongoing coaching to ensure high standards of customer service. Maintains an accurate inventory of testing supplies and office materials. Works with other testing managers and fiscal staff to complete purchase orders. Ensures office spaces (e.g., the front desk, the mail/copy room, storage closets) are welcoming and well-ordered

Provides backup supervision of the testing center, including extended hours. Steps in to supervise the testing center during extended hours and unexpected coverage gaps as needed. Ensures staff adherence to policies and maintains a positive, professional, productive work environment while other supervisors are unavailable

Performs other duties as assigned. Supports special projects, services, assists with scheduling, answers calls and emails, and fills in for other team members as needed to maintain seamless operations

Qualification

Project managementCustomer serviceData analysisCoachingCommunication

Required

Bachelor's degree and two years experience or a high school diploma or equivalent and six years' of experience. (Note: combination of post high school education and experience equal to six years.)