Customer Care Manager

Chamberlain College of Nursing, LLC; Lisle (IL); Hybrid; USD 60,000 - 63,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401k with company match

Flexible Time Off

Paid Holidays

Job summary

Walden University is seeking a Manager, Customer Care to oversee daily operations of a front-line support team providing email, phone, and live chat assistance. You will develop service strategies, monitor performance, and coordinate with other teams to ensure a high-quality experience for students and staff.

The role requires a Bachelor's degree (Master's preferred), 3–5 years of related experience, and mid-level management exposure in an environment that blends academics with business

Qualifications

• Bachelor's Degree required.
• Master's Degree preferred.
• 3–5 years of related experience.
• Mid-level management experience.
• Experience in an organization with both academic and business aspects is a plus.
• Excellent customer service and project management skills.
• Thrives in a fast-paced, changing environment.
• Knowledge of database apps; intermediate knowledge of eLearning platforms.
• Advanced Microsoft Office Suite skills.
• Knowledge of web-based technologies; Mac and PC systems.

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create customer service strategies that can be implemented, measured, and tracked.
• Collaborate with other teams to ensure excellent service delivery across the organization.
• Take on front-line customer support duties and manage operations for term starts.
• Troubleshoot web browsers, Internet connections, and email applications.
• Perform other duties as assigned; comply with policies and standards.

Skills

Customer service

Project management

Communication

MS Office

Web-based tech

Education

Bachelor's Degree

Master's Degree

Tools

Database applications

eLearning platforms

Macintosh/PC systems

Job description

Company Description

Walden University was founded over 50 years ago to support adult learners in achieving academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries pursue a certificate, bachelor's, master's or doctoral degree online at Walden.

Walden offers more than 100 online degrees and certificate programs.

Walden University is accredited by The Higher Learning Commission (hlcommission.org). Visit WaldenU.edu for more information, and follow Walden on Instagram, Facebook, and LinkedIn.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Job Description

Opportunity at a Glance: The Manager, Customer Care oversees the daily operations of a customer service team that provides front line customer and technical support and is responsible for improving the online service model each quarter via email, phone, and live chat.

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create customer service strategies that can be implemented, measured, and tracked.
• Work with other teams to ensure great service delivery form the entire organization.
• Take on front line customer support duties and manage operations of the business to ensure a successful term start.
• Troubleshoot skills and knowledge of web browsers, Internet connections, and email applications.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Working Hours: Sunday-Thursday 2pm-11pm EST
• Bachelor's Degree Required
• Master's Degree preferred
• 3 to 5 years of related experience.
• Mid-level management experience.
• Experience working in an organization that has both academic and business a plus.
• Excellent customer service skills and knowledge.
• Excellent project management skills.
• Thrives in a working environment that is fast paced and constantly changing.
• Basic knowledge and understanding of database applications; Intermediate knowledge of eLearning software platforms.
• Advance Microsoft Office Suite skills.
• Intermediate knowledge about web-based technologies and Macintosh as well as PC systems.
• Some travel required at least 5-10%.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $60,000 and $63,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. The position qualifies for the below benefits.

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Covista’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
• For more information related to our benefits please visit: https://careers.covista.com/benefits

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation