Customer Care Manager

Company Description

Walden More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s or doctoral degree online  offer more than 100 online degrees and certificate programs. Walden University is accredited by The Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Opportunity at a Glance The Manager, Customer Care oversees the daily operations of a customer service team that provides front line customer and technical support and is responsible for improving the online service model each quarter via email, phone, and live chat.

• Supervise and manage a team of customer service professionals.
• Create customer service strategies that can be implemented, measured, and tracked.
• Work with other teams to ensure great service delivery from the entire organization.
• Take on front line customer support duties and manage operations of the business to ensure a successful term start.
• Troubleshoot skills and knowledge of web browsers, Internet connections, and email applications.
• Perform other duties as assigned.
• Comply with all policies and standards.

• Working Hours:
  
  Sunday–Thursday 2pm–11pm EST
• Bachelor's Degree Required
• Master's Degree Preferred
• 3 to 5 years of related experience.
• Mid-level management experience.
• Experience working in an organization that has both academic and business a plus.
• Excellent customer service skills and knowledge.
• Excellent project management skills.
• Thrives in a working environment that is fast paced and constantly changing.
• Basic knowledge and understanding of database applications; intermediate knowledge of eLearning software platforms.
• Advanced Microsoft Office Suite skills.
• Intermediate knowledge about web-based technologies and Macintosh as well as PC systems.
• Some travel required at least 5–10%.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $60,000 and $63,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. The position qualifies for the following benefits.

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Covista’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays

For more information related to our benefits please visit:

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