Job Description
At arenaflex, we're dedicated to fostering a culture of excellence in research and academic pursuits. Our Office of Sponsored Programs (OSP) is a vital component of this mission, providing critical support to faculty, staff, and students in securing and managing research funding. As a key member of our OSP team, the Manager OSP Customer Care Service Team will play a pivotal role in delivering exceptional customer service to our stakeholders, ensuring seamless interactions, and driving continuous improvement in our service delivery. **About the Position** We're seeking an experienced and results-driven leader to manage our OSP Customer Care Service Team. As a seasoned customer service professional, you'll be responsible for overseeing the daily operations of the team, mentoring team members, and developing strategies to enhance customer satisfaction. If you're passionate about delivering exceptional service, have a proven track record of leadership, and are committed to driving excellence, we encourage you to apply for this exciting opportunity. **Responsibilities** As the Manager OSP Customer Care Service Team, you'll be responsible for: * Overseeing the daily operations of the OSP Customer Care Service Team, ensuring that all customer inquiries are addressed promptly and efficiently. * Managing and mentoring team members to ensure high-quality customer service, providing guidance, coaching, and feedback to enhance their skills and performance. * Developing and implementing strategies to improve service delivery and customer satisfaction, analyzing service metrics to identify areas for improvement. * Serving as a point of escalation for complex customer inquiries, providing expert guidance and support to resolve issues and enhance the customer experience. * Collaborating with other departments to resolve issues and enhance customer experience, fostering strong relationships and communication with internal stakeholders. * Conducting training sessions for team members on policies and procedures related to sponsored programs, ensuring that all team members are equipped with the knowledge and skills necessary to provide exceptional service. **Requirements** To be successful in this role, you'll need: * A Bachelor's degree in a relevant field or equivalent experience. * Proven experience in customer service management, preferably in an academic or research environment. * Strong leadership and team management skills, with a proven track record of mentoring and developing team members. * Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders. * Ability to analyze data and metrics to drive improvements in service delivery, with a keen eye for detail and a passion for continuous improvement. **Nice-to-Haves** While not essential, the following skills and experiences would be highly desirable: * Experience with grant management and sponsored programs, with a deep understanding of the complexities and nuances of research funding. * Familiarity with compliance regulations related to research funding, with a strong commitment to ensuring that all interactions are compliant and regulatory requirements are met. * Knowledge of customer relationship management (CRM) systems, with experience in implementing and utilizing these systems to drive customer engagement and satisfaction. **Benefits** As a member of the arenaflex team, you'll enjoy a range of benefits, including: * Flexible work options, including remote work, to support your work-life balance and productivity. * Professional development opportunities, including training, mentorship, and career advancement programs, to help you grow and succeed in your career. * Health and wellness programs, including access to fitness classes, mental health resources, and employee assistance programs, to support your physical and mental well-being. **Work Environment and Company Culture** At arenaflex, we're committed to creating a culture of excellence, innovation, and collaboration. Our office is a dynamic and inclusive environment, where employees are encouraged to share their ideas, take risks, and push the boundaries of what's possible. As a member of our team, you'll be part of a community that values diversity, equity, and inclusion, and is dedicated to making a positive impact in the world. **Compensation and Perks** We offer a competitive salary and benefits package, including: * A salary range of $80,000 - $110,000 per year, depending on experience and qualifications. * A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off. * A range of perks and benefits, including flexible work options, professional development opportunities, and health and wellness programs. **How to Apply** If you're a motivated and results-driven leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your experience, skills, and qualifications for the role. We can't wait to hear from you! []( Apply for this job