Job Summary

The Assistant Director is responsible for ensuring the optimal level of customer service is provided via frontline phone and e-mail communications across all student levels and populations regarding financial aid, billing, registration, and student records. This position will be supervising a team of professionals who are responsible for providing professional communication and personalized service. This position implements the team’s quality assurance model by monitoring customer interactions and providing coaching to position the team to be successful in meeting aggressive customer service standards.

This is a hybrid position working on-campus most of the work week.

Essential Functions

• Supervises a team of Customer Service Coordinators and/or Drexel Central Coordinators in meeting the needs of students, families, and related constituency organizations.
• Ensures timely response to all phone inquiries.
• Assigns team inquiries requiring 24-hour response; schedules and coordinates the work of Drexel Central personnel.
• Acts as liaison between frontline team and Admissions and Drexel Central senior personnel in the escalation of student issues. 
• Ensures that all team members follow procedure when documenting student issues in RightNow.
• Leads team members to their highest levels of performance in carrying out their duties by assessing daily and weekly performance.
• Hold team members accountable for the effective and efficient performance of their duties and coaches regularly for performance improvement.
• Provides outstanding customer service to students and families, finding appropriate solutions to admissions, financial aid, registration and billing needs.
• Appropriately links students to other services on campus.
• Approaches all student contacts in a professional, welcoming and service-oriented manner.
• Uses analytic abilities to determine the real concern behind an inquiry.
• Goes beyond providing the answer/solution to the presenting issue and addresses other possible ramifications so that communication is clear, comprehensive, and proactive and designed to reduce further contacts on the same issue. Coaches team on this critical skill on an on-going basis.
• Demonstrates willingness to seek guidance and support from peers and superiors in bringing issues to prompt and successful resolution.
• Collaborates with and serves University constituencies outside of Drexel Central, providing them with the same standard of customer service as is provided to students and their families.
• Maintains knowledge of university, state and federal policies, procedures and deadlines associated with Drexel Central functions.
• Participates in outreach activities as assigned.
• Uses all University resources in a responsible manner and according to university policies and guidelines.
• Demonstrates an understanding of Drexel's Code of Conduct, HR policies, and commitment to integrity and ethical behavior by example in day-to-day activities.
• Complies with all university, state and federal regulations regarding the access and release of data.
• Performs other duties as assigned.

Required Qualifications

• Minimum of a Bachelor's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 1 year of experience in higher education administration, sales, marketing, telecounseling, or hospitality.
• Excellent communication skills, both verbal and written.
• Computer proficient; experience using Microsoft Office Suite (Excel preferred).
• Ability to work some evenings/weekends to support events as needed.

Preferred Qualifications

• Familiarity with Drexel's systems and stakeholders.
• Working knowledge of Banner, COD, NSLDS, and PHEAA.
• Ability to interpret and communicate University, state and federal policies as they relate to financial aid, registration and billing functions.
• Excellent arithmetic and analytical skills.
• A caring, compassionate, patient, and helpful personality alongside a desire to serve and help students, families, and related constituent organizations resolve issues or questions.
• Ability and willingness to work as part of a team in a fast paced, goal-driven environment, and maintain a positive attitude.

Location

• Hybrid/Flexible Work Arrangement

Additional Information
This position is classified as Exempt, grade J. Compensation for this grade ranges from $47,490 - $71,230 per year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.