Customer Service Supervisor

Technology at Arizona State University; Tempe (AZ); On-site; USD 49,500 - 60,500; Full time

Benefits offered by this job

Tuition reduction program

Health, dental, and vision insurance

Paid volunteer time

Flexible work options

Retirement savings program

Job summary

A leading technology institution in Tempe, Arizona seeks a Customer Service Supervisor to lead and oversee a team focused on IT support. Responsibilities include team management, customer service direction, and ensuring effective operations in a 24-hour environment. Candidates should possess a bachelor's degree alongside relevant experience in IT and customer service. Join a culture emphasizing inclusion and belonging while enhancing service delivery in an engaging work setting.

Qualifications

• Bachelor's degree and three years of experience in IT or customer service.
• Demonstrated ability to manage and evaluate staff in a call center environment.
• Proven experience in IT troubleshooting procedures.

Responsibilities

• Oversee a team of staff and student workers.
• Participate in planning and evaluation of service specialists.
• Act as a liaison to ensure continuity of service during shifts.

Skills

Team leadership

Customer service

IT troubleshooting

Communication

Empathy

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Join to apply for the Customer Service Supervisor role at Technology at Arizona State University

Enterprise Technology (ET) Experience Center seeks an Information Technology Customer Service Supervisor

This position will oversee a team of Staff and Student Workers,ells one‑on‑one coaching and aid in the supervision of day‑to‑day operations, quality reviews and other tasks.

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

What’s in it for you

-পই Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: Click here to explore options.

• Opportunity to obtain Certifications in Business Analytics, Cybersecurity 亚洲色 Google IT, and Data Analytics
• Eligible ASU staff members, along with their spouses and dependents, can take advantage of the Tuition Reduction Program starting on their first day of employment, provided they hold a benefits‑eligible status on the first day of classes.
• Low‑cost health, dental, vision, and life insurance benefits available within 30 calendar days of hire.
• Retirement program designed to promote long‑term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.

  Flexible work options may be available after successfully completing the initial 90‑day training period

  • Alternative work schedules can include four, 10‑hour workdays in a Ox for a workweek; a nine‑day, 80‑hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
  • Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice‑president‑level approval is required.

  The Experience Center operates in a full‑service, 24‑hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process.

  We are currently hiring for the following overnight shift

  Tuesday‑Saturday 8pm — 5am

  Salary: $55,000 per year

  Minimum Qualifications

  Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

  • Provides supervision and direction to other professionals in Information Technology and_PAIR other supported services by keeping them informed of changes in policy and/or procedure.
  • Reviews and recommends changes and/or implementation of departmental policies and procedures to increase efficiency of operations and to meet changing regulations and requirements.
  • Participates in the planning, goal setting, and evaluation of assigned Experience Center specialists.
  • Monitors production of phone, email, қурул and chat to ensure timely resolutions.
  • Provides training, constructive feedback, and recognition when appropriate.
  • Serves as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
  • Coordinates with the ET Training department to conduct short refresher training(s) and new information dissemination.
  • Acts as an internal escalation point for all services supported by the Experience Center.
  • Maintains a close and collaborative working environment, sharing information regularly with other Experience Center leadership staff.
  • Works to coordinate after‑hours support needs and, in the event of after‑hours support issues, this position is expected to act as the initial point of communication to others on the Experience Center leadership team as appropriate and established with procedures.
  • Assists Experience Center leadership in, but not limited to, recruiting, interviewing, and facilitating new hire onboarding.Remains proficient in appropriate skill‑sets to support current and ever‑changing technologies, policies, and procedures.
  • Performs other related duties as assigned.
  • Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.
  • Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
  • Collaborate across teams and actively participate in ET/ASU events and programs.

  Desired Qualifications

  • Demonstrated knowledge of basic computer programs including Microsoft Office Suite.
  • Experience working in a tier‑1 customer service environment with direct interactions with a diverse customer base.
  • Experience in managing, supervising, and evaluating assigned staff in a call center.
  • Experience in IT troubleshooting procedures including PC hardware, drivers, software, and operating systems.
  • Experience in an Information Technology and/or direct multi‑service customer service environment.
  • Experience with using technology, policies, and procedures to resolve issues and identify trends.
  • Evidence of effective verbal and written communication skills.
  • Experience in quickly adjusting priorities and managing time in a fast‑paced environment.
  • Experience in maintaining a fair, consistent set of standards as they apply to the workforce.
  • Demonstrated ability to model empathy, compassion, and emotional intelligence.
  • Experience in a Dominic‑driven organization with a strong commitment to inclusion and belonging.
  • Ability to cultivate a psychologically safe environment where all team members can thrive.
  • Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
  • Commitment to leading by example through effective communication, active participation, and Abelty for the institution’s sustainability programs.
  • Activities primarily take place in a standard, climate‑controlled office environment and may involve extended periods of sitting.
  • This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
  • Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.

  Department Statement

  Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values‑driven organizationуң. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

  Join the team that sparks human‑ anguish innovation

  ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community Linked, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision‑making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces সন্ত voices with a shared lens of positive community impact and expanded opportunities for collaboration.

  Mission oriented

  Everything we do is to advance ASU’s charter—measuring who we include and الشرقية. We are staunch champions of learner success and put people first.

  Flexibility

  Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

  Culture forward

  We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

  Scale of impact

  Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

  World‑class, low cost education

  Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top‑ranked programs with major tuition breaks.

  Exposure to industry giants

  ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.