Maryville University is accepting applications for The Director of the Solution Squad. The Director is an essential leader within the Division of Operational Excellence, which includes the Office of the Registrar, Student Accounts, Financial Aid, and Cashier. The Solution Squad serves as a centralized resource for all functions within the Division of Operational Excellence and other areas of the University. This position leads the team to support these integrated functions as they relate to faculty, staff, students, parents, alumni, and other members of the Division of Operational Excellence.
As the direct supervisor, the Director of the Solution Squad enhances the student experience by leading Maryville University's efforts to provide seamless navigation of all student support services, including greeting visitors, prospective students, and families. The ideal candidate will exemplify the highest quality of customer service and will serve as a departmental expert capable of leading training on customer service. The successful candidate must be committed to fostering a culturally diverse atmosphere for faculty, staff, students and visitors.
In this role you will:
Manage and supervise the Solution Squad team
Evaluate processes and procedures within the Solution Squad to identify barriers to student success and proactively work to eradicate obstacles
Manage the Division phone and email queues in accordance with the established service level agreements (SLAs)
Analyze data trends to make strategic, student-centered decisions
Train new employees
Oversee the online community and chat requests to provide timely responses in accordance with the established SLAs
Perform other job-related duties as assigned
Bachelor's degree from an accredited university
Minimum of 5 years of customer service experience
Minimum of 2 years of supervisory experience (non-professional or student employee supervision will be accepted)
Exemplary customer service and interpersonal skills and the ability to effectively present information
Ability to maintain confidentiality
Excellent written and oral communication skills
Knowledge of integrated software systems as well as Microsoft Office Suite and file management
Ability to multi-task and flourish in an ambiguous environment
Ability to be adaptable, intuitive, and flexible
Strong sense of initiative; self-starter
Ability to analyze and interpret data
Master's degree from an accredited university
3 to 5 years of management experience
Experience in a high volume call center environment
Experience with Ellucian Colleague/ SIS Systems
Experience with Salesforce Communities/ CRM Systems
Previous higher education experience
Special Instructions to Applicants:
An offer of employment is contingent upon successful completion of a background screening.
Applicants requiring University sponsorship to obtain employment authorization will not be considered for this position.
Maryville University is committed to a policy of equal opportunity and prohibiting discrimination on the basis of age, disability, gender, genetic information, marital status, national origin, race/color, religion, sex, sexual orientation, veteran status, or any other status protected by law. This extends to all aspects of the employment relationship, including recruiting, hiring, training, on-the-job treatment, promotion, layoff, and termination.
Job Type: Full-time
Hours may be flexible to include some evenings and weekends
Maryville University is a selective, comprehensive and nationally ranked private institution more than 6,000 students. Maryville offers more than 100 degrees at the undergraduate, masters and doctoral levels to students from 50 states and 32 countries. Consistently ranked as a top private school by Forbes and Kiplinger's, Maryville has been named the Number 1 Over-performing University in the nation by US News and World Report for the last two years. Maryville's athletics teams compete in 20 intercollegiate sports at the NCAA Division II level in the Great Lakes Valley Conference. Founded in 1872, the University is ideally situated on 130 picturesque acres in West St. Louis County.