Senior Associate Director, Client Care

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Senior Associate Director, Client Care

Job Profile Title
Manager C, Student Services, Admissions

Job Description Summary
Within Penn Admissions, the Senior Associate Director reports to the Director of Audience Engagement and manages our customer service focused Client Care team. The Client Care team focuses on supporting inquiries from external audiences about, but not limited to, the admissions application process, requirements, events, and policies. Core responsibilities of this position involve maintaining our customer service ticketing system and supporting our professional staff and student workers that manage the call center.

Embodying directed focus, this position monitors and evaluates data from our customer service ticket system and call center. The Senior Associate Director will surface data trends from questions and inquiries of our external audiences that can be used to enhance and shape our communications and resources. This position will also oversee our external FAQ portal and provide continuous monitoring and auditing to ensure our audiences are accessing accurate and helpful information.

Enhancing collective care, this position provides guidance, escalation support, and supervision across members of the Client Care team who are responsible for responding to general email inquiries, phone calls, and supporting the call center student workers. The Senior Associate Director will also collaborate closely with colleagues across the office from Marketing and Communications, Enrollment, and Operations to share relevant trends and observations from across our channels and ensure that a consistent message is being shared back to our audience. As a member of the Audience Engagement team, the Senior Associate Director will be familiar with the day-to-day operations of the Admissions Visitor Center and will be prepared to engage with audiences in the space.

Providing meaningful clarity, the Senior Associate Director serves as the point person for creating training and documentation to support students and staff in delivering top level customer service. This position will be responsible for monitoring and ensuring that students and staff are providing accurate and consistent messaging to those that contact Penn Admissions. Since the majority of inquiries that the Client Care team receives center on the admissions process, the Senior Associate Director should have familiarity and knowledge of the college application process and selective admissions.

Job Description

Job Responsibilities

• Serve as the point person for our customer service ticketing system. Monitor and maintain the system. Provide necessary training and technical support to staff on the platform. Develop documentation regarding the use of our ticketing system for internal Penn Admissions users. Extract and analyze data provided to evaluate whether communications and resources are appropriately serving external audiences.
• Oversee the Client Care team responsible for customer service support through email and phone channels. Manage multiple staff members on the Client Care team and provide support for student worker team. Develop and maintain documentation associated with the work of the Client Care team.
• Act as the primary liaison with Penn Information Systems & Computing (ISC) and the maintenance of our automatic call distribution (ACD) system. Provide necessary training for staff and create documentation as necessary.
• Collaborate and liaise across office teams as necessary. Maintain knowledge of the admissions application process and policies to be able to effectively address inquiries effectively. Serve on the cross-office teams, such as Application Launch team, and attend regular meetings with the Applicant Care and Prospect Care teams.
• Work alongside the Director of Audience Engagement in reviewing relevant data trends and producing reports for office leadership and campus partners.
• Maintain knowledge and understanding of the Admissions Visitor Center (AVC) programming, staffing, and operations. Be able to answer guest questions in AVC space and step in to support the AVC team and space when needed.
• Other duties and responsibilities as assigned

Qualifications

• A Bachelor's Degree and 3 to 5 years of experience or equivalent combination of education and experience is required.
• Strong written and verbal communication skills are required, alongside data analysis abilities. Attention to detail is expected.
• As this position manages multiple direct reports and supports escalated situations, strong interpersonal skills are required.
• Preferred qualifications include knowledge of admissions work related to recruitment, application evaluation, and selection.

Application Requirement

• A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.
  

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Provost's Center

Pay Range
$51,824.00 - $90,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and

the pay range assigned to the job profile.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  
• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
  
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
  
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.
  

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Claudia-Cohen-Hall/Senior-Associate-Director--Client-Care_JR00103778









Copyright 2024 Jobelephant.com Inc. All rights reserved.

Posted by the FREE value-added recruitment advertising agency

jeid-cc12bc05e8b9e24ea8ede166642b205e

Return to Search Results