Careers

Customer Support Manager, Customer Relations

Location: San Antonio, TX
Email: jmckinney@nbpts.org
Fax: (703) 783-5552
Description:

General Description
The Customer Support Manager will be responsible for planning, leading and executing the work of the customer support department, a team of 10-20 employees who field phone and written inquiries from NBPTS customers. This position requires an unwavering commitment to quality, a personal passion to serve the customer and the leadership that will cultivate an environment of trust, teamwork, and ownership that will result in exceptional service to our customers.

TASKS:

• Work with Associate Director to set strategic direction of the team and adjust focus or practices to meet the changing needs of the organization.
• Craft formal, professional business response letters to customers.
• Responsible for the center's operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Monitor call activity using Avaya software, reports and tools.
• Manage day-to-day work of the group.
• Routinely analyze department performance and proactively identify and implement strategies to improve quality of service.
• Regularly assess the service needs of customers and create/disseminate information that is connected to and strategically supports other business strategies within the organization.
• Monitor activity to identify customer trends and needs, perform risk analysis and identify opportunities to eliminate root cause barriers to improve overall customer experience.
• Investigate and resolve escalated customer inquiries. Solve complex issues and proactively prevent negative service trends.
• Determine training needs, establish training programs and procedures and ensure timely and consistent delivery.
• Posses a thorough understanding of our products, policies, systems and internal procedures.
• Collaborate effectively with other working groups. Lead and/or participate in strategic planning initiatives, system implementations, etc.
• Set and maintain service levels and prepare reports. 
• Define job descriptions. Review and evaluate performance on a regular basis in accordance with Human Resources guidelines.
• Provide input into termination, compensation and promotion decisions. Additional responsibilities include hiring, interviewing, employee recognition/rewards, positive conflict resolution and disciplinary actions when necessary. 

Experience

• Bachelor degree or equivalent experience.
• Ten or more years of previous management experience with a minimum of five years supervisory or management experience in customer service environment.
• Ability to effectively prioritize and juggle multiple concurrent projects.
• Solid judgment/decision making skills.
• Adaptable and eager to meet challenges and quickly assimilate new concepts.
• Knowledge and experience with NBPTS and its mission would be beneficial.
• Prior experience within the educational sector a plus.

To apply, please send your resume, cover letter, and salary expectations to Joanne McKinney, Chief Administrative Officer for the National Board for Professional Teaching Standards at NBPTSJobs@nbpts.org. Please contact Ms. McKinney at (703) 465-2164 if you need additional venues for sending your information.

The National Board is an equal opportunity employer committed to diversity.