Customer Service - CE

Position: Customer Service - CE IS
Why Work at BYU

As the flagship higher education institution of The Church of Jesus Christ of Latter-day Saints, Brigham Young University (BYU) strives to be among the exceptional universities in the world. At BYU, we are devoted to our faith and to our students. We take an active role in the University's Mission: "To assist individuals in their quest for perfection and eternal life."

Our unique mission, deeply rooted in the Gospel of Jesus Christ, provides countless ways to serve and make an impact. This, along with our remarkable culture of belonging, weekly devotionals, and endless opportunities for learning and growth-all situated within a beautiful and historic campus-make it hard to imagine a more inspiring place to work.

Brigham Young University strongly prefers to hire faithful members of The Church of Jesus Christ of Latter-day Saints.

Customer Service - CE IS

This position shares supervisor responsibilities over Continuing Education's Customer Support Call Center. Unique responsibilities will be assigned by the Customer Support Administrator and may include determining customer service responses, managing special support groups, creating training material, gathering/sharing customer support data, and serving on special committees/teams. This position is ultimately responsible for providing exceptional support to customers of all Continuing Education Programs including Independent Study, EFY, FlexGE, Conferences & Workshops' programs with a specific focus on supervising and managing our FSY support team.

What you'll do in this position:

Customer Service Management

• Mentor student employees, manage escalations, and work directly with distressed customers to ensure accurate, high-quality support.
• Identify, troubleshoot, and resolve customer-facing and technical issues across FSY systems (Orion, Agilix, CE website, Box, etc.), escalating as needed.
• Evaluate customer service workflows and performance using data, quality checks, and feedback, and recommend improvements to stakeholders and administrators.

Personnel Management

• Oversee hiring, onboarding, scheduling, promotions, and organization of student employees and special support groups as assigned.
• Conduct evaluations, stewardship interviews, disciplinary meetings, and ongoing supervision of student employees and supervisors.
• Foster a supportive office culture and meet regularly with student supervisors to review operations, data, and improvement opportunities.

Training Development

• Develop and maintain foundational, developmental, and professional training materials for the FSY support group.
• Train new employees and provide ongoing training updates, including leadership development for student leaders.
• Coordinate the scheduling, implementation, and oversight of all FSY support group training initiatives.

Special Projects

• Special projects or assignments as assigned by the administrator, which may include product teams, petitions, scholarships, new system/process implementations, policy reviews, beta-testing, customer service statistics, processing CE-12 forms, etc.
• Act as a customer support liaison to FSY administrators and staff

What qualifies you for this role:

Required

• A firm commitment to the mission of BYU.
• Bachelor's Degree and at least 1 year of managerial customer service experience OR the equivalent combination of education and experience.
• Excellent customer service and communication skills across phone, email, and in-person interactions
• Strong Microsoft Office proficiency with ability to quickly learn new systems
• Proven experience training, motivating, and leading teams of 50-70 student employees

Preferred

• Bachelor's Degree and 2+ years of managerial customer service experience.
• Knowledge and experience with Learning Management Systems (LMS) and SIS systems (such as Agilix, Canvas and Orion)
• Knowledge and experience with Microsoft Customer Relationship Management (CRM)
• Knowledge and experience with Continuing Education programs and Independent Study policies
• Experience implementing new technology systems and related structural changes

What we offer in return:

In addition to our competitive pay structure, this position comes with fantastic benefits,…