We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.
Our Workforce Is Expanding Beyond New Hampshire!
We have remote work opportunities available in the following states:Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.
The Opportunity
The Inquiry Response Team Lead is a remote position (#LI-Remote) that reports to our Assistant Vice President of Customer Success. You will ensure that inquiry response agents are delivering exceptional service following SNHU’s Brand Values. Primary responsibilities include: quality assurance, coaching, and driving performance with direct reports.
In this Role You’ll Get To:
- Hire and train new agents to meet our needs.
- Provide coaching and assistance to staff on an ongoing basis.
- Prepare inquiry response center performance reports by analyzing data and trends.
- Oversee and ensure conflict resolution between associates and customers.
- Ensure that all employees follow our best practices for inquiry response center management and operations.
- Work with the Assistant Vice President of Customer Success to maintain inquiry response center operations by overseeing system performance, resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance programs.
- Motivate and educate your staff, work with them to ensure they embrace SNHU mission, vision, and culture.
- Communicate our goals to associates so every employee understands their role.
- Maintain technical knowledge by tracking new trends in inquiry response center operations management, attend educational workshops, review publications, establish personal networks, benchmark practices, participate in professional societies.
- Accomplish organization goals by accepting ownership for undertaking new requests, explore opportunities to contribute to job accomplishments.
- Commencement and commencement related activities may be required.
- Other responsibilities as assigned. Job responsibilities can change at any time, with or without notice.
What we’re Looking For:
- 2 years of relevant experience in customer service, sales, call centers, or leading a team toward goal achievement
- Associate degree or equivalent experience in lieu of degree acceptable.
- Familiarity with telemarketing software systems (Five9 preferred)
- Experience providing feedback and assessing performance.
- Advanced conflict resolution skills.
- Strong leadership and ability to improve performance
Thinking about the job, but not sure you should apply? We still want to hear from you.
We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!
Are Benefits Important to You?
We offer exceptional benefits, many available starting on the first day of employment:
Anthem BlueCross affordable, low-deductible Medical insurance available on day one
Low to no-cost Dental, Vision and Life Insurance options
5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays
A Retirement Plan with a 9% Employer Funded annual contribution
Tuition Benefits with family offerings
Who Are We?
SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Remote work disclaimer
Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.
Please note that a background check is required for employment.