Client Care Manager, Undergraduate Admissions

University of Pennsylvania•Woodworth, OH

3d•$22 - $32•Onsite

About The Position

A key member of the Client Care team, the Client Care Manager will be responsible for managing help desk operations and services while applying strong organizational and customer services skills. The Manager will Oversee the professional and student staff in the delivery of information via telephone and electronic communications to Penn undergraduate pre-applicants, applicants, and prospective campus visitors. This role will be responsible for hiring, training, supervising, and scheduling student workers that support our call center operations. Establish and implement a comprehensive set of client care guidelines and resources including training manuals and online communication tools. Work closely with colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies. Develop benchmark criteria and measurement tools to monitor the quality of responses and make recommendations for enhancements. Build and maintain working relationships with University partners to coordinate client care efforts that promote Penn’s commitment to service excellence. The Client Care Manager will report directly to the Director, Audience Engagement. This role is the primary liaison with ISC Information Systems & Computing), overseeing the maintenance of our ACD system, and leading technical troubleshooting and performance within the system for our student staff. The Manager has responsibility to work as part of a team to achieve the goals of the University of Pennsylvania in enrolling highly qualified, diverse and intellectually passionate students. In addition, the Client Care Manager will partner with admissions officers during decision-release periods and occasionally support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation.

Requirements

High School Grad/GE Degree, and 5 to 7 years of experience or equivalent combination of education and experience is required.
Strong communication skills are required, including facility and comfort with public speaking and strong interpersonal skills.
Expertise in aiding customers regarding inquiries and the ability to exercise good judgement in evaluating situations, solving problems, and making decisions.
Demonstrated ability to manage and prioritize projects in a high-volume and timeline-driven process needed.
Familiarity with computer applications and general information management is required.
Must be a self-starter with the ability to work both in a team but also autonomously for periods of time.
Looking for a demonstrated commitment to the mission of higher education.

Nice To Haves

Associate's Degree preferred.

Responsibilities

Manage the Client Care help desk operations and services.
Oversee the professional and student staff in the delivery of information via telephone and electronic communications to Penn undergraduate customers.
Schedule, support and manage staff working within Client Care (these are staff that rotate through on a daily basis)
Establish and implement a comprehensive set of client care guidelines and resources including training manuals and online communication tools.
Work closely with colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies.
Monitor metrics and KPIs to ensure we are providing high-quality services - make tactical recommendations based on that information
Work with students on developing effective communication mechanisms and improving efficiencies in operation.
Act as primary liaison with ISC on the operation and support of the ACD system.
Support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation during high volume times of the cycle.

Benefits

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits
Flexible spending accounts for health care and dependent care expenses
Tuition assistance for employees, spouses, and dependent children
Generous retirement plans (Basic, Matching, and Supplemental)
Substantial amount of time away from work
Long-Term Care Insurance
Wellness and Work-life Resources
Professional and Personal Development resources
Access to University resources, libraries, athletic facilities, arboretum, and art galleries
Discounts on arts and entertainment, transportation, mortgages, new cars, cellular phone service plans, movie tickets, and theme parks
Flexible Work Hours
Penn Home Ownership Services (forgivable loan for eligible employees)
Adoption Assistance