We are the world’s largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have a global impact.

More about OUP

Advancing Knowledge and Learning

ABOUT THE ROLE

• Implements customer service practices that support both the strategy and mission while promoting a culture of continuous improvement and employee engagement. Excel at providing customer satisfaction and retention.
  • Utilization of customer satisfaction surveys and anecdotal feedback from business partners. Reviews and audits of current practices and how they relate to the strategy and mission.

• Responsible for the management of the Customer Service teams typically within a single location. Identifies process needs and productivity improvements and may assist in the collaboration with Technology and Sales and Marketing teams to provide solutions. Manage in-bound contact center utilizing digital service channels including phone, email, self-service and live chat.

  • Scheduled collaboration and feedback sessions with department managers to assess performance as it relates to Technology and Sales and Marketing service. Utilization of daily and weekly service level performance data.
  
  

• Oversees the day-to-day tactical challenges of the department. Manages an environment where continuous improvement is encouraged. Implements, recommends and provides feedback on training, process and system improvements to optimize the customer experience and/or efficiency. Uses diagnostic customer support reports/metrics to ensure the team delivers on departmental performance and individual team KPIs. May identify business development opportunities.

  • Workflow and staffing resources are managed to meet KPIs. Quality assurance audits are conducted to ensure quality goals are met and exceptional customer service is provided. Coaching is provided on a weekly basis. Problems are solved/avoided, and service profile is improved. Meetings are regularly held with Change Champions and focus work groups to develop and implement continuous improvement initiatives.

• May assist with recruiting process but focus of the role is training and performance development of the Customer Service Representative. Manages the performance of assigned staff to ensure their ability to meet objectives. Develops their skills and competencies to ensure they perform at or above required service levels. Motivates and challenges the performance of each employee. As required, provides disciplinary measures, performance improvement plans and terminations.

  • Manages and motivates staff in a positive manner as measured by feedback from employees and improved internal cooperation. Provides accurate and up-to-date training for business and system procedures and policies to improve quality. Communication is clear and consistent and presented in a diplomatic and tactful manner. Listening meetings are held to identify and implement improvements to employee’s well-being and work life environment. Activities are organized to improve employee morale. Performance reviews and disciplinary actions are conducted as required.
  
  

• Develop and maintain relationships with peers, stakeholders and key customers to promote collaboration in the decision-making process, ensure buy-in, and build consensus.

  • Understands the customer service environment and conveys customer focus to all aspects of the organization. Conveys the Voice of the Customer in cross divisional forums ensuring that Stakeholders recognize the benefits of change in the delivery of new standards and working practices

• Works closely with management to identify opportunities through data to improve customer experience, to reduce cost to serve and harmonize operating practices. Manage change successfully through clear and consistent communication. Use resource planning tools to train staff.

  • Meetings are regularly held with staff to develop and implement continuous improvement initiatives. Process improvements and change initiatives are implemented successfully and cost reductions or service improvements are visible.

ABOUT YOU

• Degree from an accredited college preferred or equivalent work experience
• 5 years customer service experience preferably with leadership experience.
• Experience in supporting and developing change management initiatives
• Experience and understanding of conducting business in various market segments and channels
• Strong computer skills and working knowledge of ERP systems
• Leading work teams and driving results

Location: This role can be hybrid in Cary, North Carolina.

Salary: $47,390 - $71,085 dependent on skills and experience

GJC: M5 (for internal purposes only)

We are committed to supporting diversity in our workforce and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.