Rowan University seeks a customer-service-oriented Manager for its Call Center and their operations.
This position is central to the entire division of Information Resources and Technology, as our call center should be first tier support for all our customers at all of our thirteen colleges on three campuses. Rowan has made investments in ServiceNow and project management, and now seeks an individual to build processes to make our Call Center the central hub of our customer service systems.
Person in this position will manage staff directly and be a vital part of the CIO's executive team. The person will lead IRT's development in customer service process analysis and improvement, and work with every team to develop a customer-oriented culture throughout IRT. Rowan is an innovative institution supportive of its employees own growth as a professional.
Five years in a help desk position including increasing responsibility in that time.
Familiarity with ServiceNow or similar incident management system.
Excellent troubleshooting skills
Broad technical knowledge including both Windows and Mac computers, phones, tablets, and a variety of software
Experience managing others including setting goals and seeing that they are met.
Demonstrated ability to set team goals and lead the team to achieve them.
Demonstrated ability to help others learn how to troubleshoot, eliminating possibilities quickly and escalating appropriately
Excellent communication skills
Commitment to customer service
Experience "leading laterally", moving a team of peers in new directions
Experience with academic ERP systems such as Banner and/or medical clinical or billing systems
Experience providing first-line support in an academic environment
Experience working with leadership teams”
Internal Number: 492795
About Rowan University
A leading public institution, Rowan University combines liberal education with professional preparation from the baccalaureate through the doctorate. Rowan provides a collaborative, learning-centered environment in which highly qualified and diverse faculty, staff, and students integrate teaching, research, scholarship, creative activity, and community service. Through intellectual, social and cultural contributions, the University enriches the lives of those in the campus community and surrounding region.