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Jobs: Assistant Director, Customer Service

Date Posted: March 31, 2022

Job #: 21040-7

Overview

What does the person in this role do? 

The Assistant Director for Customer Service manages our Customer Service team, collectively responsible for responding to high volume email and phone inquiries with courtesy, accuracy, and efficiency, in addition to similarly greeting and directing every campus visitor who enters the MIT Welcome Center. 

How does this role advance the mission and vision of  our office?  

This role supports the office’s commitment to access and equity, while demystifying MIT, and making a complex institution intelligible to our prospective students and their families with empathy, patience, and compassion during an often-stressful application process. 

What would make someone a good fit for this role, specifically? 

Someone who is a good fit for this role will have outstanding emotional intelligence and communication skills, and the ability to cultivate and affirm the same among their team. If you are the kind of person who can hear the question behind that which is being asked, and answer both — and help your team do the same — such that the inquirer feels heard, understood, seen, and valued, then you can thrive in this role.   

Where does this role fit in the organizational structure of the office? 

At MIT Admissions, an Assistant Director provides management and leadership of a specialized, critical programmatic area, reporting to an Associate Director who leads a team. The Assistant Director for Customer Service reports to the Associate Director for Campus Visits, and directly supervises the five-person Customer Service team of full-time staff, as well as several supplemental student workers. The role also collaborates closely with the Operations Manager of the Office of Open Space Programming, which co-manages the Welcome Center. 

Characteristic Duties + Responsibilities 

Specific Role Duties + Responsibilities 

  • Create daily schedules for all members of the Customer Service team ensuring consistent coverage of the Welcome Center, phones, and email inboxes throughout operating hours. 
  • Manage and balance team workloads making sure every team member is well-supported and overall team goals are met. 
  • Manage and oversee incoming phone and email communications, including the admissions phone tree on the main MIT Admissions phone line and emails to the general admissions inbox. Manage peak call and email volume periods and develop and assess dynamic staffing plans and communications programs in support of these systems. 
  • Continuously monitor phone wait queues and email response times to ensure quality customer service is provided. Support staff in the training, development, and management of student workers.
  • Coordinate daily Welcome Center staffing and program support with the Assistant Director of Admissions for Campus Visits and the Open Space Programming Operations Manager. 
  • Oversee the check-in process for the daily campus visit programs and regularly serve as on-campus Welcome Center support.
  • Under the direction of the Associate Director for Campus Visits, maintain channels of communication and collaboration across the admissions office and among campus partners, and provide ongoing training and development opportunities for the team to ensure accurate information is being provided to prospective students and their support networks. 
  • Under the direction of the Associate Director for Campus Visits, participate in the continued development and assessment of Welcome Center procedures and operations that ensure that the customer service needs of our prospective students, parents and other visitors are met, while balancing the needs of our in-person visitors with our external contacts via phone and email.

General Admissions Duties + Responsibilities 

  • Read and evaluate approximately 2,000 domestic and international first-year and transfer applications annually, requiring regular evening and weekend work from late October through May. 
  • Participate in the first-year and transfer selection process.
  • Schedule, plan and present numerous regional recruitment information sessions throughout the country, generally requiring 3 to 4 weeks of travel.
  • Other travel requirements include attendance at local and national college fairs, and occasional professional conference participation. 
  • Regularly serve as the designated available Admissions Officer at the Cambridge campus, presenting information sessions and answering questions from visitors.

Qualifications, Requirements, Preferences

Qualifications

The fundamental qualifications for an admissions officer include the following: 

  • The ability to read and write quickly, accurately, and well, with keen attention to detail, and the ability to discern pattern from chaos 
  • The capacity to rapidly form a well-supported opinion, and just as rapidly defer to the collective judgment of the committee when situationally appropriate
  • The adaptability to succeed in multiple professional contexts: reading at home alone, discussing cases in committee, and traveling to speak publicly before large audiences
  • The discretion and tact to discuss deeply sensitive matters, and the integrity to be entrusted with extremely important decisions
  • The initiative to work independently with minimal supervision over sustained periods

Certain roles in the office require specific skills, but these are the underlying attributes common to people who tend to enjoy, and do well in, the admissions profession. 

Requirements

A successful applicant will be able to demonstrably meet the following requirements: 

  • A bachelor’s degree (in any field) 
  • At least three years experience, including at least two years of experience related to college admissions, academic advising, or related field 
  • Demonstrable ability to support MIT’s goals of access, equity, and inclusion 
  • Excellent project management skills
  • The interpersonal ability to manage the concerns and interests of many different stakeholders 
  • Experience taking initiative to transform ideas into practical solutions
  • The ability to perform regular evening and weekend work during the academic year, and a few (cumulative) weeks of travel by air annually 
  • A driver’s license 

Preferences

The following attributes may be a plus, but are not expected or required: 

  • A graduate degree (in any field) 
  • Experience with Technolutions Slate 
  • Supervisory experience