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National University Client Success Supervisor in San Diego, California

Position Summary:

The Client Success (CS) Supervisor will coach our service staff to deliver exceptional customer service to both internal (field staff) and external clients. The CS Supervisor will build a strong team and shape staff behaviors to accomplish desired results. This position will collaboratively create and implement standard measures and processes. The CS Supervisor will create and maintain documentation such as correspondence, operational records, and data. The CS Supervisor will ensure timely responses to customer inquiries and requests including but not limited to scheduling training, effectively communicating promotional offers, and fulfilling change orders. The CS Supervisor will be required to track Key Performance Indicators and provide monthly reporting highlighting successes and opportunities for improvement.

Essential Functions:

  • Oversees and assesses customer service staff responsibilities and provides regular performance-related feedback.

  • Trains staff and ensures compliance of company policies and procedures.

  • Investigates and solves root cause customer service complaints.

  • Collaboratively develops, implements, and maintains service policies and procedures.

  • Holding team accountable to defined timelines for deliverables.

  • Develops and maintains processes that support delivery of products and services within defined timelines with accuracy.

  • Ensures University Partner reporting compliance.

  • Works closely with Senior Management to monitor and maintain program material inventory levels, inventory forecast reports, and tracks inventory weekly with fulfillment centers.

  • Ensures CRM system data integrity for Sanford Programs.

  • Coordinate and manage the lead process including lead generation activities & coordinate ?lead nurturing? in partnership with marketing.

  • Manages relationship with fulfillment center and oversees Client Services team in relation to order fulfillment

  • Performs additional duties where needed.

Supervisory Responsibilities: Hire, train and develop staff members


Education & Experience

  • Bachelor?s degree required

  • 5-7 years of management experience including supervisory roles.

  • 3-5 years customer service/client services management experience

  • 3-5 years educational customer service management, sales, or field operations.

Competencies/Technical/Functional Skills:

  • Proficient knowledge of customer service, and standard office practices and procedures.

  • Proficient computer skills.

  • CRM management skills.

  • Proficient standard office equipment skills.

  • Outstanding communication skills, both written and verbal.

  • Strong people skills.

  • Excellent phone etiquette.

  • Outstanding organizational skills.

  • Ability to thrive in a fast-paced, evolving growth environment

  • Ability to effectively project manage change initiatives

  • Conveys high integrity and honesty

  • The ability to analyze issues and problem solve

  • Strong communication skills

  • Teamwork and collaboration

  • Technical and professional expertise

Physical Demands/Environment:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures and viewing a computer terminal. The work is performed in an office environment.

Travel: 25-30% of total time

The CS Supervisor role may be required to travel to large national conferences and events as assigned. This position may also be required to assist in large district-wide trainings. Minimum travel may require up to 30% during peak training seasons.