Working at MIT offers opportunities, an environment, a culture - and benefits - that just aren't found together anywhere else. If you're curious, motivated, want to be part of a unique community, and help shape the future - then take a look at this opportunity.
ASSOCIATE DIRECTOR FOR CUSTOMER SERVICE , Student Financial Services (SFS) , to provide oversight and strategic direction to the SFS customer service team. Will be responsible for building a strong, integrated service approach to ensure accurate and timely response to customer inquiries with regard to student accounts, financial aid, and some registration information; managing the delivery of information and integrated customer service to a diverse client base comprised of current and prospective undergraduate, graduate, and professional students and their families; ensuring a consistent and high level customer service experience across all service points (in person, phone, email); and ensure that staff are knowledgeable about and competent in delivering policies, procedures, practices, products, and services.
REQUIRED : bachelor's degree (advanced degree preferred); at least seven years' relevant experience at a higher education institution, preferably managing a customer service operation with a call center; solid business knowledge of one or more of the following areas--student accounts, financial aid, student employment, registration, enrollment, and/or academic records; proven track record of developing and executing operational goals and performance metrics that drive productivity and ensure a high level of customer service; facility using highly developed student information systems; demonstrated ability to maximize employee satisfaction, development, and performance through goal setting and performance management practices; ability to identify, analyze, and provide timely and decisive solutions in resolving a wide range of technical, process, and operational issues; proven history of working well in a collaborative role in a highly matrixed management environment; and excellent communication and presentation skills. Job #17783-9
Internal Number: 17783
About Massachusetts Institute of Technology (MIT)
The mission of MIT is to advance knowledge and educate students in science, technology and other areas of scholarship that will best serve the nation and the world in the 21st century whether the focus is cancer, energy, economics or literature