Liaison International is the international leader in Centralized Application Services for health profession associations and associations of schools of higher education, as well as an emerging leader in web-based accreditation management services for specialty accreditation agencies in higher education. Our company combines the energy and excitement of a startup with the stability of a 20-year-old company.

Join us to participate in our continuous growth and develop the next generation of centralized application and accreditation services.

Customer Service Manager

The Customer Service Manager, reporting to the Vice President of Application Services, improves the overall customer service experience for internal and external clients through fulfilling customer expectations, developing and enhancing customer service processes, systems, and strategies while overseeing the daily operations of all Customer Service functions.

Essential Duties and Responsibilities: Other duties may be assigned.

• Provide guidance, supervision, coaching, recognition, and motivation to front line support representatives
• Perform direct supervisory duties of staff and coordinate coverage
• Take ownership of complex customer issues and working towards a resolution which may include escalation of issues to appropriate teams
• Log support details appropriately for accurate record keeping
• Maintain records on service metrics for internal and external reporting
• Manage a workload consisting of complex and dynamic priorities

• Participate in departmental and cross-functional teams as assigned
• Participate in ad hoc projects as necessary
• Encourage and precipitate a collaborative work environment among team members
• Role models safety and ethics in the workplace.

Qualifications:

• Minimum of 2–3 years experience in managing a customer service staff
• Knowledge of higher education and post-graduate application processes is a strong plus but not required
• Demonstrated experience of managing multiple priorities in a fast-paced, customer-service oriented environment
• Ability, flexibility and willingness to work a variety of schedules including evenings, weekends, and holidays as well as to ensure coverage for a national client base (8 a.m. – 8 p.m. EST)
• Excellent written, verbal, and interpersonal communication skills
• Demonstrated mastery of MS Office software with emphasis in MS Excel, MS Outlook, and MS Word
• Demonstrated ability to assess a situation, identify resources available to assist in the resolution of the situation, and implement a successful resolution for our customers

Liaison International is a stable, fast-growing, and profitable company that specializes in providing state-of-the-art information technology products and services to educational associations, accrediting agencies, institutions of higher education, and health professions.

Interested candidates should email cover letter and resume to HR@liaison-intl.com

Liaison International is an affirmative action equal opportunity employer!