Brigham Young University · 1 day ago
Customer Service - CE IS
Provo, UT
Full-time
Onsite
Entry, Mid Level
$22.75/hr - $29.50/hr
1+ years expBrigham Young University is the flagship higher education institution of The Church of Jesus Christ of Latter-day Saints. This role involves supervising the Continuing Education’s Customer Support Call Center, managing student employees, and ensuring high-quality customer service for various educational programs.
Higher Education
Responsibilities
Mentor student employees, manage escalations, and work directly with distressed customers to ensure accurate, high-quality support
Identify, troubleshoot, and resolve customer-facing and technical issues across FSY systems (Orion, Agilix, CE website, Box, etc.), escalating as needed
Evaluate customer service workflows and performance using data, quality checks, and feedback, and recommend improvements to stakeholders and administrators
Oversee hiring, onboarding, scheduling, promotions, and organization of student employees and special support groups as assigned
Conduct evaluations, stewardship interviews, disciplinary meetings, and ongoing supervision of student employees and supervisors
Foster a supportive office culture and meet regularly with student supervisors to review operations, data, and improvement opportunities
Develop and maintain foundational, developmental, and professional training materials for the FSY support group
Train new employees and provide ongoing training updates, including leadership development for student leaders
Coordinate the scheduling, implementation, and oversight of all FSY support group training initiatives
Special projects or assignments as assigned by the administrator, which may include product teams, petitions, scholarships, new system/process implementations, policy reviews, beta-testing, customer service statistics, processing CE-12 forms, etc
Act as a customer support liaison to FSY administrators and staff
Qualification
Required
A firm commitment to the mission of BYU
Bachelor's Degree and at least 1 year of managerial customer service experience OR the equivalent combination of education and experience
Excellent customer service and communication skills across phone, email, and in-person interactions
Strong Microsoft Office proficiency with ability to quickly learn new systems
Proven experience training, motivating, and leading teams of 50–70 student employees
Preferred
Bachelor's Degree and 2+ years of managerial customer service experience
Knowledge and experience with Learning Management Systems (LMS) and SIS systems (such as Agilix, Canvas and Orion)
Knowledge and experience with Microsoft Customer Relationship Management (CRM)
Knowledge and experience with Continuing Education programs and Independent Study policies
Experience implementing new technology systems and related structural changes
Benefits
401k. BYU automatically contributes 8% at no cost to you. Additionally, if you contribute 5%, BYU adds an additional 4% (Rehires may qualify for different retirement plans)
Excellent work-life balance: 13 paid holidays + 22 days paid vacation + 12 sick days, accrued annually
Employee assistance program, available to the employee and all members of their household
Tuition benefits for employees and eligible family members
Access to athletic facilities
Excellent medical/dental benefits
Short/long-term disability benefits
Paid parental and maternity leave
Wellness Program
Free on-campus parking
Free UTA passes for employees, spouses, and qualified dependents
Discounts at the BYU Store and for many events at BYU
Company
Brigham Young University
Brigham Young University is a private research university that seeks to develop students of intellect and character to continue learning.
1001-5000 employees
H1B Sponsorship
Brigham Young University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (17)
2023 (19)
2022 (21)
2021 (17)
2020 (20)
Funding
Current Stage
Late StageLeadership Team
Steve Hafen
Administration Vice President and CFO
Casey Baugh
Member, Cougar Club, Entrepreneur Founders Program
Recent News
GlobeNewswire News Room
2022-09-14
2022-08-23
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