Job Information
TheCollegeBoard Assistant Director, Accommodations Customer Care - REQ001654_20-3175 in Augusta, Maine
This job was posted by https://joblink.maine.gov : For more information, please see: https://joblink.maine.gov/jobs/1093418 Assistant Director,
Accommodations Customer Care
Customer Engagement
Location: Remote
About the Team
The Operations Division at College Board is focused on leading the organization\'s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Customer Engagement department is a combination of teams that supports our key constituents: students, parents, educators, and our state partners that represent approximately 2 million contacts per year. This integrated team serves as the organization\'s \'front line\' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Services for Students with Disabilities (SSD) Customer Care Assistant Director, you will apply your superior case management skills and proactive outreach in support of a mission-critical operational function. You will be responsible for managing escalated cases, email responses, and certain SSD-specific procedures. You will ensure that these cases are resolved within the specified guidelines and policies of the SSD Program. You understand the importance of asking probing questions to pinpoint a customer\'s needs and for guiding customers to the policies and resources needed to resolve their questions and challenges.
The SSD Customer Care team handles College Board\'s escalations for students with disabilities. This group of students, parents, and educators comprise a group that presents sensitive, nuanced, and complex issues for resolution. This team will deliver high quality customer service across all College Board programs. The SSD Customer Care Assistant Director temporarily reports to the Senior Director, Operational Effectiveness but will ultimately report directly to the Director, SSD Customer Care.
In this role, you will:
Provide Customer Service (50%)
- Become well-versed in College Board SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations.
{=html} <!-- --> - Establish a strong relationship with SSD Program and SSD Experience.
{=html} <!-- --> - Communicate complex SSD Program policies effectively, via email response as well as in written case status format.
{=html} <!-- --> - Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities.
{=html} <!-- --> - Apply strong decision-making skills on and strong judgment about how to address complex requests and to de-escalate difficult customer interactions.
{=html} <!-- --> - Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.
{=html} <!-- --> - Learn multiple customer service and operational system applications required to manage escalated SSD customer service cases.
{=html} <!-- --> - Take a hands-on approach to determine root cause analysis of escalations.
{=html} <!-- --> - Provide support of other work across the organization as needed to support shared goals.
Execute SSD Operational Processes & Recommend Process Improvements (35%)
- Manage cases and execute SSD pre-administration processes that meet service level agreements.
{=html} <!-- --> - Provide status on customer inquiries and trends within escalation categories
{=html} <!-- --> - Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
{=html} <!-- --> - Sustain continuous dialogue with colleagues in SSD Customer Care, SSD program and SSD product owner to identify issues and execute process improvements, quality checkpoints to ensure the highest quality service in supporting these processes.
{=html} <!-- --> - Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
{=html} <!-- --> - Execute selected SSD post-administration processes.
Complete Special Projects (15%)
- Manage other self-assigned projects that arise through digital transformation and organizational method changes
About You
You have:
- 3-5 years experience leading and navigating complex customer issues and resolving those cases
{=html} <!-- --> - 3-5 years experience providing high quality support while managing assigned cases within service level agreements
Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert, as a leader, indep