Customer Service Supervisor - Experience Center

Arizona State University•Tempe, AZ

22h•$55,000 - $55,000

About The Position

The Enterprise Technology (ET) Experience Center is seeking an Information Technology Customer Service Supervisor. This position will oversee a team of Staff and Student Workers, provide one-on-one coaching, aid in the supervision of the day-to-day operations, quality reviews and other tasks. As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture. What’s in it for you: Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.) Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics Eligible ASU staff members, along with their spouses and dependents, can take advantage of the Tuition Reduction Program starting on their first day of employment, provided they hold a benefits-eligible status on the first day of classes. Low-cost health, dental, vision, and life insurance benefits available within 30 calendar days of hire. Retirement program designed to promote long-term savings and provide income upon retirement. Paid time for volunteer and professional development. Wellness program for preventative health education and screenings. Disability and leave program for income protection. Employee assistance for free and confidential behavioral health services. Flexible work options may be available after successfully completing the initial 90-day training period. Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times. Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required. The Experience Center operates in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process. We are currently hiring for the following overnight shift: Tuesday- Saturday 8pm - 5am

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Nice To Haves

Demonstrated knowledge of basic computer programs including Microsoft Office Suite.
Experience working in a tier-1 customer service environment with direct interactions with a diverse customer base.
Experience in managing, supervising, and evaluating assigned staff in a call center.
Experience in IT troubleshooting procedures including PC hardware, hardware drivers, software, and operating systems.
Experience in an Information Technology and/or direct multi-service customer service environment.
Experience with using technology, policies, and procedures to resolve issues and identify trends.
Evidence of effective verbal and written communication skills.
Experience in quickly adjusting priorities and managing time in a fast-paced environment.
Experience in maintaining a fair, consistent set of standards as they apply to the workforce.
Demonstrated ability to model empathy, compassion, and emotional intelligence.
Experience in a values-driven organization with a strong commitment to inclusion and belonging.
Ability to cultivate a psychologically safe environment where all team members can thrive.
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Responsibilities

Provides supervision and direction to other professionals in Information Technology and other supported services by keeping them informed of changes in policy and/or procedure.
Reviews and recommends changes and/or implementation of departmental policies and procedures to increase efficiency of operations and to meet changing regulations and requirements.
Participates in the planning, goal setting, and evaluation of assigned Experience Center specialists.
Monitors production of phone, email, and chat to ensure timely resolutions.
Provides training, constructive feedback, and recognition when appropriate.
Serves as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
Coordinates with the ET Training department to conduct short refresher training(s) and new information dissemination.
Acts as an internal escalation point for all services supported by the Experience Center.
Maintains a close and collaborative working environment, sharing information regularly with other Experience Center leadership staff.
Works to coordinate after-hours support needs and, in the event of after-hours support issues, this position is expected to act as the initial point of communication to others on the Experience Center leadership team as appropriate and established with procedures.
Assists Experience Center leadership in, but not limited to, recruiting, interviewing, and facilitating new hire onboarding.
Remains proficient in appropriate skill-sets to support current and ever-changing technologies, policies, and procedures.
Performs other related duties as assigned.
Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.
Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
Collaborate across teams and actively participate in ET/ASU events and programs.

Benefits

Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics
Eligible ASU staff members, along with their spouses and dependents, can take advantage of the Tuition Reduction Program starting on their first day of employment, provided they hold a benefits-eligible status on the first day of classes.
Low-cost health, dental, vision, and life insurance benefits available within 30 calendar days of hire.
Retirement program designed to promote long-term savings and provide income upon retirement.
Paid time for volunteer and professional development.
Wellness program for preventative health education and screenings.
Disability and leave program for income protection.
Employee assistance for free and confidential behavioral health services.
Flexible work options may be available after successfully completing the initial 90-day training period.
Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location.