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Complaints Management Director
2 months ago
At Bryn Mawr College, we are seeking a highly skilled and experienced Complaints Management Director to join our team. As a key member of our Program Administration department, you will be responsible for ensuring that all CSFP scholarship applicants and families experience the highest levels of customer service.
Key Responsibilities:- Lead onboarding and ongoing training for program staff in associate level positions to ensure that team members are equipped with the necessary skills and knowledge to assist all families.
- Creatively mentor and incentivize a productive Program team, fostering innovation, collaboration, and high performance.
- Develop and implement strategic customer service initiatives, metrics, and plans to provide high-quality customer service.
- Maintain a key focus on high-quality customer service for CSFP families.
- Handle escalated customer correspondence, complaints, and inquiries.
- Ensure high-quality service to all internal and external stakeholders (including staff, applicants, scholarship recipients, school partners, etc.).
- Model high levels of motivation, performance, dedication, and commitment; create, implement, and/or support CSFP initiatives and policies.
- Minimum of 3 years of experience in a fast-paced customer care related role, preferably in a non-profit or youth-focused organization.
- Strong analytical, process management, and communication skills to participate as an objective thought partner in support of department and organization-wide strategy.
- Ability to prioritize work on multiple projects concurrently, with confidence to multi-task and delegate as required while still adhering to process.
Bryn Mawr College offers competitive compensation packages that are commensurate with an individual's experience and education. This is a full-time exempt position, generally 9 a.m. to 5 p.m. and may include evening and weekend work. Our benefits package includes:
- 100% employer-paid health, dental, and vision coverage.
- Employer paid life insurance.
- A generous paid annual leave policy, including three weeks of vacation, one week of sick leave, three personal days, one floating holiday, 10 paid holidays, and a company-wide winter break at the end of December.
- Early dismissal on Fridays during the summer.
- Scholarship for up to three children enrolled in K-8 CSFP partner school.
