Customer Care Manager

Walden University; Minneapolis (MN); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

401k with match

Flexible PTO

Paid Holidays

Job summary

Walden University, Minneapolis, MN, seeks a Manager of Customer Care to oversee daily operations of a frontline support team delivering email, phone and live chat. The role focuses on quarterly improvements to the online service model and requires coordinating with other teams to ensure excellent service across the university.

The position demands a Bachelor's degree (Master's preferred), 3–5 years of related experience, and mid-level management skills in a fast-paced environment.

Qualifications

• Bachelor's Degree required.
• Master's Degree preferred.
• 3–5 years related experience.
• Mid-level management experience.
• Experience in an organization with both academic and business functions is a plus.
• Excellent customer service and project management skills.
• Thrives in a fast-paced, changing environment.
• Basic knowledge of databases and web-based technologies; advanced MS Office skills.

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 for the organization.
• Take on front line customer support duties and manage operations at term start.
• Troubleshoot skills and knowledge of web browsers, Internet connections, and email applications.
• Performs other duties as assigned and complies with policies.

Skills

Customer service

Project management

Team leadership

Communication skills

Problem solving

Time management

Education

Bachelor's Degree

Master's Degree preferred

Tools

Microsoft Office

Database applications

eLearning software platforms

Job description

Walden

More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s or doctoral degree online at Walden. We offer 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.l
• 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 $70,000. 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. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Covista offers a robust suite of benefits including:

• 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