Manager, Customer Service and Quality Assurance

Posting Summary

Rutgers, The State University of New Jersey, is seeking a Manager of Customer Service and Quality Assurance for the Department of Transportation Services. The Manager of Customer Service & Quality Assurance is responsible for fostering the parking services relationships and providing optimal customer service to the entire Rutgers community. Among the key duties of this position are the following: Oversees all quality assurance efforts streaming from parking operations for the entire user community within Rutgers University (people who study, work, live, visit) across the University campuses. Oversees all aspects of customer service outreach, coordination of all issue resolution efforts, and help desk operations for parking services and interacts within an official capacity with university community members to ensure the highest level of performance and service is provided. Responsible for monitoring customer service issues from expected quality assurance levels. Works closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success at Rutgers University Parking. Has direct supervisory responsibility over full-time staff.

Overview

The Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations.

Preferred Qualifications

Related experience managing customer service helpdesk environment is preferred.