JOB DESCRIPTION
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 Client'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 Client SSD policy and processes that impact accommodated
students, parents, and educators and the operational procedures necessary to resolve customer escalations.
" Establish a strong relationship with SSD Program and SSD Experience.
" Communicate complex SSD Program policies effectively, via email response as well as in written case status format.
" Work within aggressive timelines and with extremely sensitive conversations regarding
accommodations for students with disabilities.
" Apply strong decision-making skills on and strong judgment about how to address complex requests and to de-escalate difficult customer interactions.
" Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.
" Learn multiple customer service and operational system applications required to manage
escalated SSD customer service cases.
" Take a hands-on approach to determine root cause analysis of escalations.
" 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.
" Provide status on customer inquiries and trends within escalation categories
" Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
" 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.
" Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
" 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
" 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, independently, and as a member of the team
" Familiarity with accommodations and/or disabilities a plus
" Adept problem-solving skills, including using data to inform decisions and actions
" A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
" The ability to collaborate and provide guidance to teammates on complex cases
" The ability to navigate a rapidly evolving landscape
" Knowledge of Microsoft Office tools: Word, Excel, PowerPoint